Inbound Call Center Retention Specialist

Newsday Media Group; Melville (NY); On-site; USD 26,000 - 34,000; Full time

Job summary

Newsday Media Group in Melville, NY seeks an Inbound Customer Service Representative to support our high-volume Call Center and serve as the liaison with current, former and potential customers. The successful candidate will own handling customer issues, inquiries and complaints with customer satisfaction at the core.

Key duties include supporting retention, handling calls for subscriber win-back, attempting to resell subscriptions, escalating issues, and maintaining accurate records.

Qualifications

• Requires a high school diploma or equivalent.
• Minimum one year of call center experience or extensive training in high-volume customer service.
• Prior sales and negotiation experience is a plus.
• Proficient PC skills including Microsoft Word, Excel, email and basic ability to navigate around a complex database systems.

Responsibilities

• Improve customer retention by understanding Newsday programs and offerings; resolve client issues with strong problem solving to retain customers.
• Handle a high volume of outgoing calls for subscriber win back and retention.
• Attempt to resell subscriptions to customers wishing to cancel to retain accounts.
• Escalate high-priority complaints to supervisors ensuring resolution.
• Manage call center database by entering information.
• Fulfills requests by clarifying information and completing transactions.
• Consent to monitoring of business calls by supervisors for training and quality.

Skills

Customer service orientation

Listening skills

Verbal and written communication

Problem solving

Negotiation

Multitasking

Education

High school diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Email

Database systems

Job description

Newsday Media Group in Melville, NY seeks an Inbound Customer Service Representative to support our high-volume Call Center and serve as the liaison with current, former and potential customers. The successful candidate will own handling customer issues, inquiries and complaints with customer satisfaction at the core.

Key duties include supporting retention, handling calls for subscriber win-back, attempting to resell subscriptions, escalating issues, and maintaining accurate records.