Retention and Resolution Expert

Job Description: Auto Repair Network is seeking a highly motivated Retention and Resolution Expert to join our team in Wentzville, MO. The successful candidate will have excellent communication skills and experience in a customer service or call center position.

• The ideal candidate will have a high school diploma or equivalent and experience in a customer service or call center position focusing on customer retention.
• You should possess excellent verbal communication abilities with a professional telephonic manner, active listening skills, and the capacity to empathize with customers.
• We are looking for someone who can multitask and work in a fast-paced environment while handling high call volumes, and has basic computer literacy and proficiency in using customer service software and databases.

Responsibilities: As a Retention and Resolution Expert, you will be responsible for promptly handling customer queries, resolving issues, and effectively meeting customer requirements. You will identify potential reasons for contract cancellations using critical thinking skills and propose solutions to retain customers effectively, and provide accurate information about coverage plans, pricing, terms, and any ongoing promotions or incentives.

Requirements: To succeed in this role, you will need to meet individual and team performance targets, including call quality, average handling time, and customer retention goals. You must also be able to keep abreast of industry developments and changes related to Vehicle Service Contracts.

What We Offer: In addition to a competitive salary, we offer a comprehensive benefits package, including health insurance, paid time off, and opportunities for professional growth and development.