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Customer Recovery Specialist

2 months ago

Troy, Michigan, United States 1-800 Hansons, LLC Full time

About Us:

1-800-HANSONS is a leading home improvement enterprise dedicated to enhancing living spaces. We are currently looking for a skilled and driven Customer Recovery Specialist to become an integral part of our Call Center division.

Role Overview:

The Customer Recovery Specialist is responsible for evaluating all canceled transactions and addressing customer concerns to facilitate the reinstatement of sales. This role involves engaging with customers to understand their issues and employing product expertise, problem-solving abilities, and exceptional customer service skills to assist them in achieving their desired home improvement outcomes.

Key Responsibilities:

  • Utilize problem-solving and top-tier customer service skills to interact with customers requesting contract cancellations.
  • Assess and suggest modifications to product choices and financing options to ensure customers find satisfactory resolutions to their home improvement needs.
  • Employ multitasking capabilities to communicate with customers, update their profiles, and explore potential deals to retain their business.
  • Engage with customers promptly using provided reporting tools to ensure rapid communication.
  • Foster and maintain positive working relationships with all internal stakeholders, including Sales, Service, Operations, and Management.

What We Offer:

  • Competitive earning potential ranging from $70k to $100k+ annually (Base + Incentive).
  • Full-time position with weekly compensation via direct deposit.
  • Health benefits eligibility after 30 days of employment (medical, dental, vision, life, critical illness, accident, short-term & long-term disability).
  • 401k plan with company matching available after 90 days of employment.
  • Paid time off and a hybrid work schedule (2 days remote, 3 days in-office).
  • Additional work-from-home days and floating holidays throughout the year.
  • Opportunities for career advancement and referral bonuses.
  • Discounts for employees and their friends & family.

Qualifications:

  • A minimum of five (5) years of professional experience.
  • At least three (3) years of experience in a call center environment.
  • Two (2) years of experience in Sales or Sales leadership is advantageous.
  • Strong organizational skills and attention to detail.
  • Effective problem-solving skills and sound judgment to create positive outcomes for customers and the organization.
  • Consistent and punctual attendance is essential.

Core Values:

We are committed to our core values, which include:

  • Efficiency: Get it Done Fast, Right & Now.
  • Excellence: Strive for Five - Go Above & Beyond.
  • Accountability: Be a Problem Solver - Own it to Resolve it Today.
  • Respect: Embrace Diversity and Treat Everyone with Priority, Respect & Integrity.
  • Communication: Call / Answer / Reach the Customer.

Work Schedule:

This is a full-time position requiring 40 hours per week. Standard hours are Monday to Friday, 9:00 AM to 6:00 PM EST, with potential overtime during peak periods.

1-800-HANSONS is an equal opportunity employer and does not discriminate based on age, color, sex, sexual orientation, gender identity, disability, national origin, race, religion, or veteran status.