Retention Representative - base hourly + biweekly bonus pay

Connect America and our family of brands, including Lifeline, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years. As North America’s largest independent provider of connected care, we deliver a growing portfolio of innovative technologies that help bridge the gap between healthcare providers, individuals, and their care partners. Our easy-to-use solutions support health and safety in a way that leads to enhanced quality of life, earlier interventions, reduced hospitalizations and peace of mind for an estimated 10 million lives every year. Together, we are enabling independence and redefining the global home healthcare market. 

Connect America has been recognized as one of Philly Happening’s Best Places to Work. Our award-winning customer service team has received the Best Service Award from Today’s Caregiver. In addition, our healthcare division was named Top Ten Home Healthcare Solutions Provider in 2019 & 2020.

At Connect America, we treat all our customers and team members ethically and respectfully, creating relationships built on trust. We work as supportive team members, developing customer solutions in a collaborative manner. If you are a dedicated, compassionate team player, come be a part of an organization that makes a positive difference in the lives of those we serve.

Our headquarters are located close to the city of Philadelphia, in Bala Cynwyd, PA. Learn more at www.connectamerica.com.

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Job Summary

We are looking for dynamic talented, super energetic, experts that have passion and desire to help maintain our customer base!

Be a part of our team as an Inbound/Outbound Retention Representative! By joining Connect America you will be provided exceptional training and on-going development to support your career growth. When you join the Connect America team you'll experience a culture dedicated to giving people the ability to achieve success. You will have an opportunity to be part of a future-focused team of innovative leaders. We reward our Best with the Best by offering a base salary and unlimited commission.

Responsibilities

• Interface with customers in a call center environment
• Must achieve daily, weekly and monthly quotas set up by management
• Retain existing customers while providing exemplary customer service
• Provide customers with a vast knowledge of information; i.e. products and services, rates and benefits
• Provide alternative pricing options and other retention offers to maintain existing customers
• Required to know benefits and features of products and services
• Accurately identify customer accounts to effectively determine the product(s) and pricing eligibility
• Navigate through multiple systems in a timely manner
• Perform data entry tasks associated with a customer's account
• Complete all commitments offered to customer in a timely manner; i.e. call backs and rate adjustments
• Must follow all guidelines set up by company
• Use training and educational tools to enhance customer service/retention skills
• Actively participate in team meetings and activities
• Perform other assigned duties and tasks necessary to support the Customer Relation Team

Qualifications and Skills

• Experience in a retention, sales, or win-back role.
• Handle inbound and outbound retention calls with the goal of resolving customer concerns and preventing cancellations.
• Apply approved retention offers, including price reductions, accurately and consistently while following eligibility guidelines.
• Resolve billing concerns, service issues, device troubleshooting, and cancellation escalations with professionalism, empathy, and active listening.
• Accurately code cases to ensure the documented reason aligns with the customer's actual concern and call transcript.
• Meet or exceed established individual save-rate, quality assurance, productivity, and compliance targets.
• Thoroughly document customer interactions and maintain accurate, up-to-date records in the case management system.
• Escalate complex concerns, including BBB, Consumer Affairs, social media, and Voice of Customer complaints, according to established workflows.
• Follow all call-handling procedures and retention guidelines while avoiding call-avoidance behaviors.
• Maintain a high level of professionalism, customer service, and phone etiquette during every customer interaction.
• Demonstrate strong listening, problem-solving, and de-escalation skills when handling challenging customer situations.
• Manage multiple priorities effectively while maintaining accuracy and attention to detail in a fast-paced environment.
• Work independently while contributing positively to a collaborative and supportive team environment.
• Maintain proficiency with CRM, telephony, case management, Microsoft Excel, Word, Outlook, and other required systems.

Preferred Qualifications

• Familiarity with billing systems and payment/discount processing.
• Track record of meeting or exceeding save-rate and quality targets.
• Experience supporting healthcare, medical-alert, or subscription-based services.

Salary and Benefits

• Unlimited Earning Potential (average agent earns around $60,000!) 
• Incentive opportunities and frequent contests
• Ongoing Training and Career Development
• Full medical, dental, life and disability insurance plans that can be tailored to your specific needs and the needs of your family
• Paid Time Off

Connect America is a drug-free workplace and an Equal Opportunity Employer. We participate in the E-Verify program in our hiring practices to achieve a lawful workforce.