Customer Relations Representative

Customer Relations Representative

Develop and maintain an excellent relationship with new and existing customers resulting in increased levels of customer retention. This is to be achieved through productive and reactive communication with our customers who have either expressed a desire to cancel their services with us or whose recent account activity indicates that they may be considering cancellation.

• Retain, identify, research, and resolve merchant issues by reviewing current account costs and details.
• Answer inbound telephone calls and respond to closure requests.
• Make a minimum of 300 outbound courtesy calls to selected accounts each month.
• Work with internal departments, as well as Agents and Vendors to ensure proper setup and pricing structure for each account.
• Upsell products and services such as iAccess.
• Follow up on customer inquiries.
• Complete call logs, reports, and maintain excel spreadsheets.
• Recognize, document, and alert the manager of trends in customer calls.
• Recommend process improvements.
• Other duties assigned by Management.

Key Competencies

• Excellent telephone and email etiquette.
• Reading, writing, and arithmetic skills are required.
• Computer literate with the ability to learn various software applications
• Problem solving skills.

Experience/Requirements

• Bachelor’s Degree or equivalent industry experience.
• Sales experience is preferred.
• Friendly, outgoing, and positive attitude.
• Overtime is required.