- Job Tracking ID : 512283-899490
- Job Level : Any
- Job Type : Full-Time/Regular
- Years of Experience : Not Applicable
- Salary : $15.50 USD - +Bonus USD
Company Overview:
SCRAM Systems is a leading provider of alcohol and location monitoring hardware, software, and mobile apps, including the SCRAM Continuous Alcohol Monitoring® (SCRAM CAM®) bracelet, the LifeSafer® L250 Ignition Interlock device, and LifeSafer Intelligence Speed Assistance. We provide an integrated approach to supporting our customers by offering solutions specific to court and agency needs in the community corrections industry throughout all phases of client management.
As a company, we are committed to continuing our tradition of re-engineering operations to streamline processes, enhance productivity, and improve client outcomes through constant innovation. Our purpose is to change lives, reunite families, and make our communities safer through advanced technology and world-class service.
Job Description
Job Summary:
This position is for a qualified retention specialist/pipeline management individual that receives inbound and makes outbound telephone calls regarding client questions about their upcoming appointment or save potential clients. The person chosen for this position will receive training in customer relations, the phone system, processes and procedures, and tracking software, and retaining potential clients. This position is just right for the individual who is patient, empathetic, and excels at the retention of potential customers. Experience in collections/retention are also valued and is considered a plus. It does require someone who has good computer navigation and soft selling skills. There will be opportunities to make commission as well.
Schedule Requirements:
* Overview of Contact Center schedules: Sunday-Saturday with hours between 8am - 10pm EST (8-hour schedules- working 4 weekdays & 1 weekend day). Employee schedules are determined based on business needs.
* Overview of Contact Center Training Class schedules: M-F for 4 weeks, daily 8-hour class (times may vary between 8am-8pm, EST)
* ALL schedules are assigned when position is offered and will not be altered within the first 90 days unless company business needs require a change in different hours or days.
Duties/Responsibilities:
* Ability to overcome objections
* De-escalation of potential clients.
* Provide an individualized experience for each customer as their relationship manager.
* Maintain a detailed log of customer inquiries, comments, interactions, actions taken, pipeline management.
* May assist with billing inquiries, scheduling, and save potential clients from cancelling their services.
* Navigation between multiple systems and screens.
* Skillful in negotiating with customers to reach mutually beneficial solutions.
* Ability to work independently.
Experience and Skills
Skills/Abilities:
* Excellent communication, customer service, interpersonal and typing skills.
* Ability to work efficiently and effectively in a multi-task high call volume environment.
* Strong oral communication skills including active and empathetic listening.
* Effective and accurate decision-making skills.
* Demonstrate successful communication skills as it pertains to issue resolution.
* Knowledge and practice with metrics-based accountability.
* Proficient in Microsoft Office: Word, Outlook, Excel (You may be spending a significant amount of time in an excel spreadsheet/email communications).
* Must have ability to incorporate developmental feedback from management, this is a fast-moving environment.
* Must have the ability to quickly adapt to change.
* Collaboration and being a team player.
* Bilingual is a plus.
Education and Experience:
* High School Diploma or GED
* Minimum of 1 year in Call Center Customer Service role or sales/debt collection; 1 year of Call Center or transferable skill set required.
Physical Requirements (With or without reasonable accommodation):
* Sitting: over 70%
* Standing: 15-40 %
* Fine Motor Movements: over 70 %
WORK FROM HOME REQUIREMENTS:
* Employee is required to provide equipment that meets company specifications (computer, headset, and internet). Employees must be available to provide personal computer & headset to work from home (that meets company required specs). Windows 7 or 10, Intel Processor i3 2.0 ghz, Memory 8gb Ram, Hard Drive 500Mb Free Space, Web Browser - Microsoft Edge or Google Chrome (a MAC or Chrome Book CANNOT be used)
* Working on a computer camera during training, meetings, etc.
* Must have a wired internet connection at a regular internet speed (example-DSL or Cable Connection - No Dial Up).
* Ability to work efficiently and effectively in an at home quiet, uninterrupted space in a multi-task high call volume environment.
* Dual Monitor recommended.
* Must be self-disciplined to provide professional conversational experience for all customers and meet all requirements for working during scheduled hours/shifts.
*** All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Comprehensive Benefits Package:
At SCRAM, we prioritize the well-being and financial security of our employees. We understand that benefits play a crucial role in ensuring our team members feel supported and valued. That's why we offer a comprehensive benefits package that includes:
- Retirement Savings:
- 401(k): We offer a 401(k)-retirement savings plan to help you plan for your future financial security.
- 401(k) Matching: SCRAM provides a 100% match for the first 3% contributed and another 50% match for the next 2% contributed, amplifying your savings potential.
- Health and Wellness:
- Health Insurance: We provide comprehensive health insurance coverage to safeguard your health and that of your family.
- Dental Insurance: Our dental insurance plan ensures access to quality dental care for you and your dependents.
- Vision Insurance: Take care of your vision health with our vision insurance coverage.
- Health Savings Account (HSA): Our HSA option allows you to save pre-tax dollars for medical expenses, providing flexibility and savings opportunities. We strongly value saving for your wellness, so the company provides an employer contribution towards your HSA annually.
- Flexible Spending Account (FSA): With our FSA, you can set aside pre-tax dollars to cover eligible medical expenses not covered by your health insurance plan. You can also save pre-tax dollars to help cover the cost of child care with our Dependent Care FSA.
- Financial Protection:
- Disability Insurance: We offer company paid short and long term disability insurance to provide financial protection in the event of injury or illness that prevents you from working.
- Life Insurance: Ensure the financial security of your loved ones with our company paid life insurance coverage at 1.5x your annual salary. Want more coverage – supplemental life is also available.
- Work-Life Balance:
- Paid Time Off: We understand the importance of work-life balance. That's why we provide generous paid time off, allowing you to recharge and enjoy life outside of work.
- Paid Sick Time: Your health matters to us. We offer paid sick time to support you during times of illness.
- Employee Assistance Program (EAP): Our EAP offers free confidential counseling and support services to help you navigate personal or professional challenges.
- Additional Perks:
- Referral Program: We believe in the power of teamwork and collaboration. Our referral program rewards you for referring talented individuals to join our team.
- Tuition Reimbursement Program: We support the professional growth of all employees, but understand that going back to school is expensive. We offer tuition reimbursement up to the IRS limit annually to help our employees flourish.
At SCRAM, we are committed to empowering our employees to thrive both personally and professionally. Join us and take advantage of our comprehensive benefits package as you embark on a rewarding career journey with us.
