Customer Care Retention

Ultimate Staffing; San Diego (CA); On-site; USD 32,000 - 33,000; Full time

Job summary

Ultimate Staffing Services is actively seeking dedicated and experienced Customer Care Retention Representatives to join their client's team. This role is essential for maintaining customer relationships and ensuring customer satisfaction by addressing their concerns and retaining their business.

The ideal candidate will have a proactive approach to customer service and be skilled in handling customer inquiries efficiently. Pay: $23 per hour / Bilingual Spanish $24 per hour.

Qualifications

• At least six months of experience in customer service or retention.
• One year or more of customer service experience, preferably in a high-volume call center.
• Demonstrated ability to identify opportunities for process improvements and implement effective solutions.
• Strong attention to detail in a fast-paced environment.
• Excellent written and verbal communication, with strong organizational abilities.
• Experience working with databases or CRM systems is preferred.

Responsibilities

• Develop understanding of products and services to address customer needs.
• Handle inquiries related to account cancellations and retain customers.
• Reach out to customers considering leaving services to explore retention options.
• Resolve concerns with practical solutions and restore confidence in the product.
• Record interactions and outcomes to support retention strategies.
• Contribute ideas for process improvements and retention initiatives.
• Provide updates and reports on retention efforts and results to management.
• Assist with additional projects as needed.

Skills

Customer service

Call center

Bilingual Spanish

Attention to detail

Verbal communication

Organizational skills

Problem solving

Tools

CRM systems

Database familiarity

Job description

Position Overview

Ultimate Staffing Services is actively seeking dedicated and experienced Customer Care Retention Representatives to join their client's team. This role is essential for maintaining customer relationships and ensuring customer satisfaction by addressing their concerns and retaining their business. The ideal candidate will have a proactive approach to customer service and be skilled in handling customer inquiries efficiently.

Responsibilities

• Develop a strong understanding of the company's products and services to effectively address customer needs and concerns.
• Handle customer inquiries related to account cancellations and work to strengthen customer loyalty through positive solutions.
• Reach out to customers who may be considering ending their services and explore options to improve their experience and retain their business.
• Resolve customer concerns by identifying practical solutions and restoring confidence in the company's products.
• Accurately record customer interactions, feedback, and outcomes to support retention strategies and identify service trends.
• Contribute ideas for process improvements and customer retention initiatives that enhance the overall customer experience.
• Provide regular updates and activity reports to management regarding customer retention efforts and results.
• Assist with additional projects and responsibilities as needed.

Qualifications

• At least six months of experience within a customer service, call center or retention environment.
• One year or more of customer service experience preferably in a high-volume call center
• Demonstrated ability to identify opportunities for process improvements and implement effective solutions.
• Strong attention to detail with the ability to maintain accuracy in a fast-paced environment.
• Excellent written and verbal communication skills, along with strong organizational abilities.
• Comfortable interacting with employees, customers, and stakeholders at all levels of an organization.
• Experience working with databases, CRM systems, or customer information systems is preferred.

Pay: $23 per hour / Bilingual Spanish $24 per hour

Required Work Hours Monday through Friday 7:30am-4:30pm -hours will vary

Additional Details

This position requires individuals who are capable of working in a fast-paced environment, managing multiple tasks simultaneously, and maintaining a high level of customer service at all times.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status.

We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.