Retention Customer Service Associate

Sitel Corp.; Virginia (MN); On-site; USD 19,889 - 28,326; Full time

Benefits offered by this job

100% paid training

Medical, dental, life, and vision insurance

401k retirement plan with company match

Employee Assistance Program (EAP)

Job summary

Sitel Corp. is looking for Retention Customer Service Associates to join our team in Wise, Virginia. This role involves delivering exceptional support to customers with accounting and tax platforms. We provide 100% paid training and numerous benefits, including medical and dental insurance.

The ideal candidate will possess strong empathy, communication skills, and the ability to think critically. If you're ready to make a difference and grow your career in a supportive environment, apply today!

Qualifications

• Must be 18+ years of age.
• Must pass a criminal background check.

Responsibilities

• Authenticate account holders and capture required consents.
• Explore customer needs and identify eligible offers.
• Clearly disclose pricing and term conditions.
• Execute plan changes and provide confirmations.
• Perform light troubleshooting and billing review.
• Handle inbound contacts from disconnected customers.
• Escalate incidents as needed and participate in quality checks.

Skills

Strong empathy and desire to resolve concerns

Critical thinking skills

Exceptional communication skills

Education

High school diploma (or GED equivalent)

Job description

Foundever is hiring Retention Customer Service Associates in Wise, VA! We invest in our people by providing paid training along with growth and development opportunities. For example, 84% of our managers are internal promotions. Become a valued member of our dynamic team, where you will have the opportunity to deliver exceptional, personalized support by assisting customers with a range of accounting and tax platforms and applications.

Join our dynamic team at Foundever, where every interaction is an opportunity to make a difference!

Location Requirements

Must live within the commuting range and be able to work on site at 10431 Pinnacle Drive, Wise, VA.

• Pay: $17.50/hour
• 100% paid training
• Dedicated time for skill development
• Benefits including medical, dental, life, and vision insurance
• Employee Assistance Program (EAP)
• 401k retirement plan with company match
• Internal Mobility (84% of our managers are promoted within)

Qualifications

• Strong empathy and desire to resolve concerns
• Critical thinking skills to customize options based on customer needs
• Exceptional communication skills, specifically in de-escalation and rapport
• Must be 18+ years of age
• High school diploma (or GED equivalent)
• Must pass a criminal background check

Key Responsibilities

• Authentication and policy adherence: Verify identity, authenticate account holders/authorized users, and capture required consents; protect CPNI/PII at all times.
• Save assessment: Explore needs, service experience, price sensitivities, and product fit; identify eligible offers per the current catalog and approval matrix.
• Offer presentation: Clearly disclose pricing, term/renewal conditions (if any), taxes/fees, equipment, installation/return requirements, and any impacts on other services; avoid misrepresentation.
• Order and account actions: Execute plan changes, credits/adjustments within authority thresholds, equipment swaps, and scheduling; provide confirmations and customer recaps.
• Technical/billing triage: Perform light troubleshooting and billing review sufficient to remove friction; transfer complex technical or billing issues to designated support queues per routing rules.
• Cancellation processing: Honor explicit cancellation requests; provide required disclosures (equipment return, final billing, number porting/E911 for Voice) and document reason codes.
• Win-back handling: Where applicable, handle inbound contacts from recently disconnected customers and re-establish service using approved win-back offers.
• Escalation and anomalies: Escalate fraud/safety concerns, atypical account situations, or system defects promptly through defined channels.
• Quality and compliance: Participate in call recording/monitoring; maintain minimum QA scores; remediate deficiencies based on coaching and audits.

EEO

Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.