Call Center Retention Specialist

Responsibilities

Who We Are:

SiriusXM and its brands (Pandora, SXM Media, AdsWizz, Simplecast, and SiriusXM Connected Vehicle Services) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.

This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing SiriusXM’s vision to life every day.

SiriusXM Connected Vehicle

SiriusXM Connected Vehicle (SiriusXM CV) is a leading provider of connected services to vehicle manufacturers, delivering one of the most broadly adopted connected vehicle platforms in North America for the last 25 years. Named the 2020 Company of the Year in the Telematics Industry by Frost & Sullivan, we provide safety, security and convenience services to millions of vehicle owners across major automotive brands. Our teams are continuously working to develop leading-edge technology that can not only add convenience to the daily lives of so many drivers across the country but our advancements in safety and security could also help save their lives.

How you’ll make an impact:

Handles incoming customer calls to enroll, renew, reactivate, or cancel customer subscription packages with the main objective to retain, sign up, or downgrade/upgrade subscription services

What you’ll do:

• Utilizes sales skills like overcoming objections, asking probing questions, providing benefit statements, assuming the sale and building a rapport, to obtain sales and retain customer business
• Approaches service and sales with integrity, compassion, and perserverance.
• Connects and builds rapport with a variety of customer types by using common courtesy, creating empathy, actively listening, educating, and offering solutions which caters to our customers’ needs. 
• Diffuses high tension situations as the need arises and goes above and beyond to resolve any issues.
• Utilizes systems and various tools available to stay abreast of changes and new information and to assist customers by appropriately recommending products, services, and promotions.
• Consistently achieves Sales and Retention targets as well as other metrics such as Call Quality, Schedule Adherence, Schedule Conformance, Attendance, and Average Handle Time.
• Flexible and willing to work on additional assignments/department initiatives as needed.
• Attends additional training as needed to support evolving business needs.

What you’ll need:

• 6 months plus of relevant sales experience in a metric-based/goal-oriented environment.
• Experience in a contact center environment strongly preferred.
• 6 months of customer service.
• High school diploma or GED.

• Ability to utilize sales skills by asking probing questions, overcoming objections, rebuttals, creating benefit statements and assuming the sale to retain customer business and generate new customer sales.
• Ability to achieve required sales, retention, productivity and attendance targets
• Interpersonal skills and ability to interact and work with employees at all levels and customers of all types.
• Ability to work independently and in a team environment.
• Ability to project a professional image over the phone through excellent phone etiquette.
• Must be fluent in English with excellent written and verbal communication skills.
• Strong attention to detail, time management and decision-making skills.
• Commitment to “internal client” and customer service principles.
• Ability to handle multiple tasks in a fast paced environment while meeting expectations.
• Ability to work flexible schedule as business needs dictate.
• Must have legal right to work in the U.S.

Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.