[Remote] Retention Customer Service Specialist ---- Remote

Note: The job is a remote job and is open to candidates in USA. TP is hiring a Retention Customer Service Specialist to manage inbound and outbound customer communications and resolve inquiries using web-based tools. The role focuses on providing a positive customer experience, addressing retention-related concerns, and escalating or resolving issues as appropriate.

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

Skills

• 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
• Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals
• Outstanding communication, listening, and analytical skills
• Strong organizational and problem-solving skills
• Ability to prioritize tasks and work well under pressure while remaining focused
• Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making
• Customer service and/or sales experience
• College degree

Benefits

• Eligible team members can take advantage of comprehensive health benefits, which may include medical, vision, and dental.
• Employment Assistance Programs, health and personal time off (HPT), and leave programs, as eligible.
• Competitive 401(K) plans.
• Life insurance.
• Supplemental medical coverage.
• Critical care insurance.
• Pet insurance.
• FSA plans.
• Retailer discounts.
• A platform for career advancement and long-term success.
• A culture of inclusion and diversity where every employee feels valued.
• Remote work.

Company Overview