Job Description

Role: Call Center Agent / Customer Service Representative

Location: South Charleston, West Virginia, 25303 (On-site)

Work Schedule: Any 8 hours shift between 8 AM EST 8 PM EST (Monday-Friday) and 1-2 hours of overtime on Monday, if required

Skills: Call Center, High Volume Calls Handling, Inbound & Outbound Calls, Customer Service, Customer Retention, Basis MS-Office

Job Summary

The Customer Service Retention & Representative is responsible for delivering exceptional customer experiences while proactively identifying opportunities to retain customers and promote additional products or services. This role blends customer service, problem-solving, retention expertise, and sales-driven engagement to ensure every interaction results in a positive customer outcome while supporting business growth.

In this role, you will serve as a trusted advisor-listening carefully to customer needs, resolving concerns with professionalism and empathy, and recommending solutions that improve the customer experience, strengthen loyalty, and create value for both the customer and the business. The ideal candidate will demonstrate a customer-first mindset paired with strong sales acumen , including the ability to recognize opportunities, overcome objections, and confidently position products, services, and save offers. Previous sales experience or sales exposure is highly beneficial for success in this role.

Key Responsibilities

• Deliver high-quality customer service via phone in a professional, friendly, and efficient manner.
• Retain customers by identifying needs, resolving concerns, and presenting relevant products, services, and save offers that align with the customer's situation.
• Leverage consultative selling techniques to uncover opportunities for upselling, cross-selling, and strengthening long-term customer loyalty.
• Accurately process save transactions, service requests, and account updates in a timely manner.
• Use effective communication, probing, and active listening skills to fully understand the customer's needs and recommend best-fit solutions.
• Clearly explain products, pricing, fees, adjustments, promotions, and service details in a way that builds confidence and supports informed decision-making.
• Follow structured call flows designed to optimize both the customer experience and retention/sales success.
• Demonstrate professionalism, patience, empathy, and sound judgment while navigating objections, service issues, and challenging customer interactions.
• Maintain accuracy in documentation and adhere to all compliance, quality, and scripting requirements.
• Consistently work toward achieving key performance expectations, including customer satisfaction, retention, and sales-related goals.
• Identify opportunities to add value during customer interactions by promoting solutions that enhance the customer's overall experience and meet business objectives.

Key Competencies

• Customer Focus: Prioritizes customer needs and satisfaction while balancing business objectives and retention opportunities.
• Sales Acumen: Recognizes opportunities to influence customer decisions, position value, and recommend products or services that meet customer needs.
• Adaptability: Performs well under pressure and responds constructively to change in a fast-paced environment.
• Multitasking: Effectively navigates multiple PC programs and systems while maintaining a productive, professional conversation with customers.
• Communication: Delivers clear, concise verbal and written communication; explains complex information in a customer-friendly manner.
• Influence & Persuasion: Demonstrates confidence in guiding customer decisions, overcoming objections, and promoting solutions with credibility.
• Integrity & Ethics: Acts with honesty and consistency; builds trust through accurate information and dependable follow-through.
• Initiative: Proactively identifies opportunities to improve outcomes for both the customer and the business.
• Results Orientation: Translates goals into action, meets performance expectations, and drives retention and sales outcomes.
• Sound Judgment: Makes informed decisions using available information and resolves issues effectively.
• Team Collaboration: Works cooperatively across teams to achieve shared goals and contribute to overall departmental success.

Minimum Requirements

• Strong customer service, interpersonal, and verbal communication skills.
• Demonstrated sales aptitude with a customer-centric and solutions-based approach.
• Strong analytical thinking and problem-solving ability.
• Basic math skills and solid data entry accuracy.
• Ability to multitask in a fast-paced, performance-driven environment.
• Ability to build rapport quickly, identify customer needs, and confidently recommend appropriate solutions.
• Comfortable working toward retention, service, and sales-related performance goals .
• Ability to work a flexible schedule between the hours of 8:00 AM and 8:00 PM EST .
• Moderate-to-high competence in hardware/software troubleshooting.

Preferred Qualifications

• 2+ years of call center or high-volume customer service experience.
• Previous retention, save desk, subscription, or service-based customer support experience.
• Prior sales experience (inside sales, upselling, cross-selling, consultative sales, or revenue-generating customer support) strongly preferred.
• Proven ability to influence customer decisions and promote value-based solutions.
• High school diploma or equivalent.
• Must be 18 years of age or older .

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