OCEO Agent

Office of the CEO Agent - Retention Agent

Hourly rate PLUS incentives!

Position Summary - Retention Agent

Do you have a flair for problem-solving? Do you like the challenge of winning someone over? Do you see the glass as neither half-full nor half-empty -- that you might just need a different sized glass? Being a Retention Specialist is right up your alley. At Alert 360, we believe that keeping current customers is just as essential as gaining new ones.

• Deliver outstanding customer service by maintaining the highest degree of civility, confidentiality and professionalism.
• Provide telephone support to customers regarding cancellations, rate negotiations, moves and other customer retention matters.
• This position is classified as full-time, non-exempt. Monday-Friday schedule.

Duties & Responsibilities - Retention Agent

• Maintain zero wait time for calls in queue.
• Excellent attendance is an expectation.
• Analyze and research customer issues and apply sound business decisions.
• Demonstrate verbal communication skills and abilities to convey calm control while responding to individual customer needs.
• Handle business dealings involving customer accounts, equipment, issues and payments while maintaining customer good will and retain the customer's business.
• Assist in training new employees.
• Ability to utilize PC Keyboarding efficiently and accurately with proficient data entry skills. Minimum of 30 wpm.
• Work customer care actions in timely manner.
• Follow up on customer issues until they are resolved.
• Negotiate contracts.
• Maintain a professional demeanor with peers.
• Must be able to work independently as a part of a team.
• Understands and accepts team concept.
• Have or qualify for an alarm monitoring license.
• Work is performed in a controlled access environment. Our Corporate offices are on multiple floors up to and including the 43 floor.
• Must possess the ability to view and operate computer equipment up to 8 hours daily.
• Stress levels are moderate in regards to work associated with security, safety, and the nature of emergency responders.
• Work shifts as assigned based on operational needs.

Requirements- Retention Agent

• 2-3 years in a call center environment
• Ability to handle high call volume
• Must be able to work a flexible schedule
• Previous escalation and/or account retention experience is required
• Must be able to function at a high level under sometimes stressful situations
• Must have proven sales negotiation skills
• Must be a good listener with empathetic skills
• Must be willing to make outbound and take inbound calls

Benefits of joining the Alert 360 team!

Because Alert 360 hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program that includes:

• Health coverage for you and your family through medical, dental, and vision plans
• A generous paid time off program starting at three weeks and increasing with your tenure
• A 401(k) plan where the company matches dollar-for-dollar on a generous % you contribute
• Financial protection through disability, life, and accidental death and dismemberment insurance
• Tax advantages through flexible spending accounts that allow you to pay for specific health-care and dependent care expenses with pre-tax dollars
• To help you manage your work and life needs, we offer an employee assistance program, tuition reimbursement, an on-site gym, employee fitness walks, and free home security monitoring with discounted security and home automation equipment.

Alert 360 is one of the country's fastest-growing security companies. Over the last 50 years, we have amassed nearly a quarter of a million customers in 26 states! Voted one of the "Best Places to Work" for six consecutive years, we continue searching for ambitious, innovative, and team-oriented candidates interested in developing invaluable skills.

The duties, activities and responsibilities described are not all inclusive of potential requirements for all assignments covered under this job description.