Customer Service Retention Representative

Summary:

ARW Home is looking for a talented and competitive Customer Retention Representatives to join our team in Boca Raton, FL. This position will handle Retention calls. A CSR will play a fundamental role in achieving our Customer Service and Quality metrics. You must be comfortable making dozens of calls per day, and working in a professional manner with a customer first mindset.

Compensation:

Our compensation structure is designed so Customer Services Representatives can earn commissions and bonuses for retaining customers, upselling customers and collecting payments from customers! This position pays a competitive base pay of $18 an hour with an aggressive commission plan, bonuses and spiffs. The average annual earnings are $60,000. Base pay and commissions paid weekly.

Shift:

We operate Monday through Friday 8am-6:30pm. You will be assigned a shift within these times at 40 hours per week. You must be available to work all hours of operations. Scheduled based on business needs.

Location:

We are conveniently located a short walk from the Tri-Rail station in Boca Raton, Florida.

Responsibilities:

• Upsell current customer to see the value in addition products ARW has to offer.
• Retain current customer and resell them on the benefits of having a home warranty with ARW.
• Collect payments on pay due accounts.
• Resolve customers issues with top notch service so customers are happy to be an ARW customer.
• Perform a minimum of 120 daily outbound/inbound phone calls.
• Meet daily key performance indicators and monthly targets.
• Develop strong relationships with clients.
• Be a contributing member of the Team in revenue, culture, and brand image.
• Develop a complete understanding of our products and industry.
• Attendance/Punctuality - Is consistently at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time.
• Inspire the trust of others; work with integrity; uphold organizational values.

Requirements & Qualifications:

• Minimum 1 year of customer service experience.
• Proven track record of customer first mindset
• Problem-Solving - Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem-solving situations
• Demonstrates persistence and overcomes obstacles, measure self against standard of excellence
• Prioritize and plan work activities in an organized manner; time management skills; set goals and objectives
• Prolonged periods sitting at a desk and working on a computer
• Track record of over-achieving quota
• Strong phone presence and experience dialing dozens of calls per day
• Experience working with Salesforce.com or similar CRM
• Excellent verbal and written communications skills
• Strong listening and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Must type 30 words per minute with 90% accuracy
• Must be able to pass a background check and qualify for a Florida Telemarking license
• Bilingual (Fluent Spanish Speakers) preferred

Why work at ARW?

At ARW, we're a medium-sized, family-oriented company that thrives on a fun and supportive office culture. We work hard and value our employees, believing that feedback and open communication are key to our growth and success. We celebrate our team with meaningful work, regular recognition, and fun events like our annual ping pong tournament, Halloween and holiday parties, and company paid breakfast Monday and Friday's. We offer comprehensive benefits, including company-contributed premiums, paid time off, and a 401k match to support your work-life balance and retirement savings. Join us and be part of a team that truly cares!

Job Type: Full-time

Pay: $50,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Morning shift

Application Question(s):

• Are you able to start on February 10th?
• Do you have experience with customer retention or upselling in a call center? (required)

Ability to Commute:

• Boca Raton, FL 33431 (Required)

Work Location: In person

Salary : $50,000 - $75,000