Note: The job is a remote job and is open to candidates in USA. TP is a global provider of digital business services. The Customer Service Retention Expert serves as a primary customer contact, managing inbound and outbound communications, resolving inquiries through web-based tools, and delivering a positive customer experience. The role also involves de-escalating issues, documenting interactions, and upselling when required.
Responsibilities
- Customer Service Representatives field customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns
- Handle and carefully respond to all customer inquiries
- Provide excellent customer service through active listening
- Work with confidential customer information and treat it sensitively
- Aim to resolve issues on the first call by being proactive
- Appropriately communicate with customers
- Calmly attempt to resolve and de-escalate any issues
- Escalate interactions when necessary and appropriate
- Track all call related information for auditing and reporting purposes
- Provide feedback on call issues
- Upsell if required
Skills
- High School Diploma or equivalent
- Minimum of 6 months of customer service experience
- Must be 18 years of age or older
- Ability to type at least 25 words per minute
- Comfortable with desktop computer systems and have general knowledge of Windows-based systems
- Customer service and/or sales experience preferred
- Process Excellence: Demonstrate commitment to following established procedures and be customer service driven
- Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals
- Communication: Outstanding communication, listening, and analytical skills
- Organizational Skills: Strong organizational and problem-solving skills
- Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused
- Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts
- Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making
- Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience
- A dedicated workspace located near your router to support a hardwired Ethernet connection (minimum 15 Mbps download/10 Mbps upload, ISP under 50ms)
- Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P or VPN
- Proof of internet speed required
- Customer service and/or sales experience preferred
- College degree preferred but not required
Benefits
- Eligible team members can take advantage of comprehensive health benefits, which may include medical, vision, and dental.
- Employment Assistance Programs.
- Health and personal time off (HPT).
- Leave programs as eligible.
- Competitive 401(K) plans.
- Life insurance.
- Supplemental medical coverage.
- Critical care insurance.
- Pet insurance.
- FSA plans.
- Retailer discounts.
- A platform for limitless career advancement.
- Remote/work-from-home arrangement.
Company Overview