- Consistently improve cancellation/retention rates and achieve cancellation/retention goals
- Superb listening skills with the ability to overcome customers' initial concerns and objections
- Handle each call with empathy, compassion, and professionalism to ensure the best customer experience possible
- Showcase the ability to keep customers on board through the reiteration of the reasons they purchased insurance policies and the continued benefit that the services provide
- Understanding and interpreting customer data
- CRM and technology aptitude to handle multiple platforms at a high volume and fast pace and ensure detailed and thorough notes are provided for each call
- Influence customers to recognize the value of our policy. Educate the customer to understand the risks associated with canceling their policy
- Problem-solving is a must as you quickly identify the root cause of customer issues, pinpoint strategies to eliminate those issues and work with customers to negotiate mutually beneficial terms
- A deep understanding of the product or service being offered and the industry in which the company operates
- Resell the value of being an insurance policyholder
- Refer to customer scripts when working through difficult situations and refer to a supervisor, if necessary
- Communicate frequent customer suggestions to the team to troubleshoot
- Maintain customer accounts and update them with new account information as needed
- Answer incoming calls on product and service questions, customer complaints, and general customer inquiries
- Create records of customer interactions and follow up to ensure all questions have been answered
- Previous experience working retention for companies like Comcast, AT&T, etc. we want to speak to you
- Retention/Sales experience of at least 2 years (preferred)
- Customer Service experience of at least 2 years (preferred)
- Strong sales savvy and persuasion skills
- Strong written and oral communication skills
- Talent for multitasking; typing while talking to customers
- Proficient with computers, strong keyboarding skills
- An aptitude for problem-solving and handling objections
- Strong background in call-center environment and sales-focused
- Attention to detail
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Customer Service Retention Specialist - Fort Lauderdale, United States - The Health Insurance Guy LLC
Description
Sick of hopping from job to job? Want to turn your job into a career? At The Health Insurance Guy, LLC (HIG), we create an environment where individuals can achieve financial success, personal and professional growth, and live a life filled with unforgettable experiences.
We will turn your retention job into a career growing into an Assistant Manager and eventually Director of Customer Service
Responsibilities
Qualifications