Customer Experience Advocate

4 days ago


Charleston, West Virginia, United States Coforge Full time
Job Overview

We are seeking a skilled Customer Retention Specialist to join our team at Coforge. This is a full-time, onsite opportunity at our office location in South Charleston, WV.

The ideal candidate will have problem-solving skills and the ability to turn any situation into a great customer experience. The role combines elements of customer service and sales, requiring strong communication and negotiation skills.

Key Responsibilities:

  • Promote and sell products and services
  • Provide exceptional customer service via phone
  • Negotiate and complete save/service order requests from customers
  • Work with customers patiently, tactfully, and efficiently
  • Accurately inform customers of various fees and adjustments
  • Provide options to customers based on product and service needs
  • Active listening skills
  • Ability to follow tactical call flows to optimize the customer experience

Requirements:

  • Outstanding customer service and negotiating skills
  • Excellent communication, interpersonal, analytical, and problem-solving skills
  • Basic data entry skills and sales aptitude
  • Understanding of hardware (peripherals) with moderate-to-high level software and hardware troubleshooting skills
  • Ability to multitask in a fast-paced environment

Preferred Qualifications:

  • Previous customer service experience in a high-volume environment
  • 2+ years of call center experience or equivalent required
  • 1 year contact center and 1 year retention experience preferred
  • High school diploma or equivalent

Compensation: $40,000 - $60,000 per annum, depending on experience



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