Customer Service/Retention Representative in VSC/Home Warranty

5 days ago

Maryland Heights, Missouri, United States Home Defense USA Full time

Note: VSC/Home Warranty Experience strongly preferred.

Job Title: Customer Service Representative – Retention Specialist

Location: Riverport, Maryland Heights

Company: Home Defense USA

Compensation: $18/hr PLUS Commission

About Us:

Home Defense USA is a trusted home warranty company dedicated to providing exceptional service and peace of mind to homeowners across the country. Our mission is to deliver superior customer care and reliable home protection solutions. We are looking for a passionate, motivated Customer Service Representative who specializes in retention within the home warranty industry.

Position Overview:

We are seeking a skilled Customer Service Representative with a strong background in customer retention to join our team. The ideal candidate will have experience in managing customer relationships, resolving billing issues, and ensuring continued satisfaction with our home warranty services. You will play a crucial role in maintaining high customer retention rates while minimizing delinquencies and cancellations.

Key Responsibilities:

  • Engage with customers to resolve issues related to their home warranty plans and payment status.
  • Proactively reach out to customers whose accounts are at risk of cancellation or who have outstanding balances.
  • Implement strategies to increase retention and prevent cancellations through effective communication and problem-solving.
  • Handle collections efforts in a professional and empathetic manner while adhering to company policies and industry regulations.
  • Document customer interactions, account statuses, and outcomes in the company's CRM system.
  • Provide high-quality customer support by addressing inquiries and offering solutions related to home warranty coverage, services, and billing.
  • Collaborate with other departments to ensure customer concerns are addressed in a timely and efficient manner.
  • Follow up on escalated issues and resolve customer complaints to maintain satisfaction and loyalty.

Qualifications:

  • 2+ years of experience in customer service, specifically within the home warranty or VSC industries.
  • Proven expertise in customer retention and collections, with a track record of successfully reducing cancellations and managing overdue accounts.
  • Strong communication skills, both written and verbal, with the ability to handle difficult situations diplomatically and professionally.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Proficient in using CRM systems and basic office software (e.g., Microsoft Office).
  • Strong problem-solving and conflict resolution skills.
  • Knowledge of home warranty products and services is a plus.

Why Join Us?

At Home Defense USA, we value our employees and offer a supportive work environment. We provide competitive compensation, opportunities for growth, and comprehensive benefits. If you're looking to make a positive impact and join a team that's dedicated to providing exceptional service to homeowners, apply today

Home Defense USA is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Type: Full-time

Pay: From $18.00 per hour

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Flexible schedule
  • Health insurance
  • Paid time off
  • Vision insurance
  • Work from home

Work Location: Hybrid remote in Maryland Heights, MO 63043

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