Retention Customer Service Specialist - Remote

Teleperformance; United States; Hybrid; USD 22.000 - 30.000; Vollzeit

Benefits dieser Stelle

Comprehensive health benefits

401(k) plan options

Employee assistance program

Zusammenfassung

Teleperformance is currently seeking a Retention Customer Support Specialist to serve as a primary contact for clients, handling inbound and outbound communications with professionalism. You will resolve inquiries using web-based tools to ensure a seamless customer experience in a high-velocity environment.

This role supports a work-from-home setup with required internet standards and a focus on first-call resolution, de‑escalation, and proactive problem solving.

Qualifikationen

• Minimum 6 months of customer service experience.
• Type at least 25 words per minute.
• Comfortable with Windows-based systems.
• Must be 18 years of age or older.

Aufgaben

• Handle and respond to customer inquiries with professionalism.
• Provide excellent service through active listening and issue resolution.
• Attempt to resolve issues on the first call and de‑escalate when needed.
• Escalate when necessary and track call related information for auditing.

Kenntnisse

Customer service

Typing 25 wpm

Windows familiarity

18+ years old

Ausbildung

High School Diploma or equivalent

Jobbeschreibung

Overview

As a Retention Customer Support Specialist, you will serve as a primary point of contact for our clients, managing inbound and outbound communications with professional excellence. Utilizing a suite of web-based tools, you will efficiently resolve inquiries to ensure a seamless and positive customer experience. This role is ideal for individuals passionate about service delivery in a high-velocity environment.

Currently, employment is restricted to residents of the following states: AL, AR, AZ, CT, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NJ, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, WY.

About TP

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.

Benefits of working with TP include

• TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.
• We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.
• We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Career Growth and Culture

At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long‑term success.

TP is committed to supporting those who serve. We welcome applications from active‑duty service members, veterans, and military families.

Equal Opportunity Employer

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non‑accommodation‑related requests.

Application Deadline: Ongoing until positions are filled.

For other opportunities, please visit the TP Careers site at https://www.tp.com/en-us/careers.

Responsibilities

Your Responsibilities

Retention 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

Qualifications

We’re looking for fearless people – people who are inspired to deliver only the best in all that we do.

• 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.
• College degree preferred but not required.

Key Competencies:

• 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.

Work from Home Requirements

• Internet Requirements:
  • 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