Remote Customer Retention Specialist Upsell & Support

Coforge Limited; Utah; Remote; USD 48,712,000 - 51,577,000; Full time

Benefits offered by this job

Remote work flexibility

Hardware provided by Coforge

PCI compliant home office setup

Job summary

Coforge Limited is seeking a Customer Retention Specialist to work remotely across Utah, Idaho, and Arizona. The role emphasizes delivering excellent customer service while proactively retaining customers and promoting products or services.

Prior sales exposure is beneficial for success in this role. The position requires strong communication, problem-solving, and multitasking abilities, with a focus on adherence to compliance and documented processes.

Qualifications

• Strong customer service, interpersonal, and communication skills.
• Analytical thinking and problem-solving ability.
• Basic math and solid data entry accuracy.
• Sales aptitude with a customer-centric approach.
• Ability to multitask in a fast-paced environment.
• Moderate-to-high competence in hardware/software troubleshooting.

Responsibilities

• Deliver high quality customer service via phone in a professional, friendly, and efficient manner.
• Retain customers by identifying needs, resolving issues, and presenting relevant products, services, or save offers.
• Accurately process save and service requests.
• Use effective communication, probing, and active listening to understand customer situations and recommend best-fit solutions.
• Clearly explain products, pricing, fees, adjustments, and service details.
• Follow structured call flows designed to optimize customer experience and retention success.
• Comply to required scripting, demonstrate professional patience, empathy, and problem-solving skills.
• Maintain accuracy in documentation and adherence to compliance standards.
• Customer Focus: Prioritizes customer needs and satisfaction; acts on feedback to improve service quality.
• Adaptability: Performs well under pressure; responds constructively to change.
• Ability to multitask using PC programs and software while holding a conversation with customers.
• Communication: Delivers clear, concise verbal and written communication; ensures understanding.
• Integrity & Ethics: Acts with honesty and consistency; builds trust through follow-through.
• Initiative: Identifies opportunities for improvement and takes proactive steps to act on them.
• Results Orientation: Translates goals into action, meets performance expectations, and drives outcomes.
• Sound Judgment: Makes informed decisions using available information; resolves complex issues effectively.
• Team Collaboration: Works cooperatively across teams to achieve shared goals and support departmental success.

Skills

Customer service

Communication

Problem solving

Sales aptitude

Multitasking

Data entry accuracy

Education

High school diploma or equivalent

Job description

Coforge Limited is seeking a Customer Retention Specialist to work remotely across Utah, Idaho, and Arizona. The role emphasizes delivering excellent customer service while proactively retaining customers and promoting products or services.

Prior sales exposure is beneficial for success in this role. The position requires strong communication, problem-solving, and multitasking abilities, with a focus on adherence to compliance and documented processes.