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« Back to Search Customer Service II
San Diego, CA

Date Posted: October 6, 2017
Job Type: Temporary to Hire
Job ID: 283428

Job Description

Job Summary

The Customer Service Representative II Retention is responsible for handling our inbound customer cancellation calls by answering inquires; determining requirements; understanding and resolving problems and fulfilling requests with a focus on retention and providing excellent customer care.  Additionally, the Customer Service Representative II holds a high level of responsibility for testing different retention script variations to determine appropriateness and effectiveness.


Essential Duties and Responsibilities:

  • Assigned to cancellation queues, focus on meeting customer needs and providing solutions to retain them
  • Maintains customer records by accurately updating account information
  • Develops expertise in product usage and uses appropriate strategies to provide solutions to meet their needs
  • Increases product usage and customer satisfaction through demonstration and promotion of product features
  • Adept at using retention strategies
  • Committed to understanding each product’s benefits and exercises mastery and benefits to customers
  • Motivates agents in a positive manner through sharing their knowledge, techniques and retention stories
  • Works in conjunction with center leadership to embrace and extend retention strategies
  • Demonstrated ability to extrapolate key principals to improve process and retention techniques
  • Team oriented and a strong individual performer that shares best practices with other members
  • Focused on meeting Quality Assurance requirements and other key performance metrics
  • Other duties and responsibilities as assigned

Supervisory Responsibilities:

Not Applicable


Qualifications (Knowledge, Skills and/or Abilities):

  • Knowledge of call center telephony and technology
  • Good data entry and typing skills
  • At least 2 years of customer service principle and practices
  • Attention to detail
  • Ability to be a team player
  • Goal Oriented
  • Passionate about helping others
  • Flexible and able to adapt to changing priorities, including the ability to multi-task and juggle many competing priorities and deadlines



      The Customer Service Representative II will be proficient in the following competencies as demonstrated through

      experience, training, and/or testing:

  • Have a positive attitude
  • Must be able to meet and continue to meet requirements for specific skills, certifications or authorizations specified for the assigned site
  • Knowledge of security operations and procedures
  • Ability to carry out instructions furnished in written, oral, or diagrammatic form
  • Ability to be an effective team member
  • Ability to maintain professional composure when dealing with unusual circumstances
  • Courteous telephone manner
  • Ability to adapt to changes in the environment and organization
  • Ability to write routine correspondence, including logs and reports
  • Good organizational skills
  • Good interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures


Minimum Education and/or Experience:

       High school diploma or equivalent  

Language Skills:

  • Must have excellent written and verbal skills – English/Spanish a plus
  • Communication and interpersonal skills