Customer Service Retention & Sales Representative

About the role

The Customer Service Retention & Sales Representative is responsible for delivering exceptional customer experiences while proactively identifying opportunities to retain customers and promote additional products or services.

Responsibilities

• Deliver high-quality customer service via phone in a professional, friendly, and efficient manner.
• Retain customers by identifying needs, resolving concerns, and presenting relevant products, services, and save offers that align with the customer’s situation.
• Leverage consultative selling techniques to uncover opportunities for upselling, cross-selling, and strengthening long-term customer loyalty.
• Accurately process save transactions, service requests, and account updates in a timely manner.
• Use effective communication, probing, and active listening skills to fully understand the customer’s needs and recommend best-fit solutions.
• Clearly explain products, pricing, fees, adjustments, promotions, and service details in a way that builds confidence and supports informed decision-making.
• Follow structured call flows designed to optimize both the customer experience and retention/sales success.
• Demonstrate professionalism, patience, empathy, and sound judgment while navigating objections, service issues, and challenging customer interactions.
• Maintain accuracy in documentation and adhere to all compliance, quality, and scripting requirements.
• Consistently work toward achieving key performance expectations, including customer satisfaction, retention, and sales-related goals.
• Identify opportunities to add value during customer interactions by promoting solutions that enhance the customer’s overall experience and meet business objectives.

Key Competencies

• Customer Focus: Prioritizes customer needs and satisfaction while balancing business objectives and retention opportunities.
• Sales Acumen: Recognizes opportunities to influence customer decisions, position value, and recommend products or services that meet customer needs.
• Adaptability: Performs well under pressure and responds constructively to change in a fast-paced environment.
• Multitasking: Effectively navigates multiple PC programs and systems while maintaining a productive, professional conversation with customers.
• Communication: Delivers clear, concise verbal and written communication; explains complex information in a customer-friendly manner.
• Influence & Persuasion: Demonstrates confidence in guiding customer decisions, overcoming objections, and promoting solutions with credibility.
• Integrity & Ethics: Acts with honesty and consistency; builds trust through accurate information and dependable follow-through.
• Initiative: Proactively identifies opportunities to improve outcomes for both the customer and the business.
• Results Orientation: Translates goals into action, meets performance expectations, and drives retention and sales outcomes.
• Sound Judgment: Makes informed decisions using available information and resolves issues effectively.
• Team Collaboration: Works cooperatively across teams to achieve shared goals and contribute to overall departmental success.

Minimum Requirements

• Strong customer service, interpersonal, and verbal communication skills.
• Demonstrated sales aptitude with a customer-centric and solutions-based approach.
• Strong analytical thinking and problem-solving ability.
• Basic math skills and solid data entry accuracy.
• Ability to multitask in a fast-paced, performance-driven environment.
• Ability to build rapport quickly, identify customer needs, and confidently recommend appropriate solutions.
• Comfortable working toward retention, service, and sales-related performance goals.
• Ability to work a flexible schedule between the hours of 8:00 AM and 8:00 PM EST.
• Moderate-to-high competence in hardware/software troubleshooting.

Preferred Qualifications

• 2+ years of call center or high-volume customer service experience.
• Previous retention, save desk, subscription, or service-based customer support experience.
• Prior sales experience (inside sales, upselling, cross-selling, consultative sales, or revenue-generating customer support) strongly preferred.
• Proven ability to influence customer decisions and promote value-based solutions.
• High school diploma or equivalent.
• Must be 18 years of age or older.