Customer Service Representative
3 weeks ago
ARW Home is seeking a highly skilled and competitive Customer Service Representative to join our team in Boca Raton, FL. This role will focus on Retention calls, playing a crucial part in achieving our Customer Service and Quality metrics.
Key Responsibilities:
- Upsell current customers to showcase the value of additional products offered by ARW.
- Retain current customers and resell them on the benefits of having a home warranty with ARW.
- Collect payments on overdue accounts.
- Resolve customer issues with exceptional service, ensuring customers are satisfied with ARW's service.
- Make a minimum of 120 daily outbound/inbound phone calls.
- Meet daily key performance indicators and monthly targets.
- Develop strong relationships with clients.
- Contribute to the team's revenue, culture, and brand image.
- Gain a comprehensive understanding of ARW's products and industry.
- Attend meetings and appointments on time, ensuring work responsibilities are covered when absent.
- Work with integrity, upholding organizational values.
Requirements:
- Minimum 1 year of customer service experience.
- Proven track record of a customer-first mindset.
- Problem-solving skills, including identifying and resolving problems in a timely manner.
- Persistence and ability to overcome obstacles, measuring self against a standard of excellence.
- Prioritize and plan work activities in an organized manner, with strong time management skills.
- Ability to work in a prolonged sitting position and use a computer.
- Track record of over-achieving quota.
- Strong phone presence and experience making dozens of calls per day.
- Experience working with Salesforce.com or similar CRM.
- Excellent verbal and written communication skills.
- Strong listening and presentation skills.
- Ability to multitask, prioritize, and manage time effectively.
- Typing speed of 30 words per minute with 90% accuracy.
- Ability to pass a background check and qualify for a Florida Telemarketing license.
- Bilingual (Fluent Spanish Speakers) preferred.
Why Work at ARW Home?
ARW Home is a family-owned, USA-based business that values its employees and fosters a fun and supportive office culture. We prioritize feedback and open communication, celebrating our team with meaningful work, regular recognition, and fun events. We offer comprehensive benefits, including company-contributed premiums, paid time off, and a 401k match to support your work-life balance and retirement savings.
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