Phone Sales Retention and Customer Service Representative

Job Description

Job Description

Salary : $40K to $50K

Benefits : Health Care stipend, Life insurance, Vision, Dental, Telemed & Tele-Mental health at 100% coverage for individual and families.

401K with 4% match Employee Dollar for Dollar match. Flexible PTO policy. Work with people who appreciate how to work hard, drive innovation and play hard.

Top reasons to work with us : At the Investors Edge your ideas matter- and so do you. We are a small company that has been in business for 20 years, we have won Salt Lake Tribune Top Workplace and on the Inc 5000 twice.

We focus on innovation, accountability and personal excellence. Our mission is to help everyone create their best life through financial freedom.

That principle is at our core and we live by it each day. We have collaborative employees that are passionate, respectful, and have fun working together to provide best in class solutions.

We pride ourselves on removing the shady tactics, get rich quick schemes and deception that seem to have overrun the marketplace.

Making it simple to change the future by the effort you put in today. With our platform we support investing in 45 States and automating a complex and financially difficult market to enter, and making it easy to get started.

We love underdogs and help people that otherwise could not get into investing without a partner and solution such as ours.

The Investors Edge have an Onsite Gym, Sauna and Showers, Massage chair. We also have a full kitchen with an oven and stove to prepare fresh meals.

It is also equipped with a Coke Freestyle machine for various flavors and soft drinks. We provide everyone with sit or stand Desks (push buttons not the stupid hand cranks).

No suit or tie, relaxed dress. No more walking miles of parking lot to get to a highrise. We have Reserved parking right by our Employee entrance.

What you will be doing :

The Mission of this role is to . Retain Customers. Specifically Retaining and finding solutions for upset customers without offering refunds and without the customer leaving upset.

To Daily get Five Star positive Reviews from Members. Support and Retain Members by Assisting them with resources to make progress and have results Encourage Members not to give up and keep going Help Members to use the platform and resources to find a qualifying property to do a loan application on.

Talk about the benefits of our Software and product Upscale and downscale to different membership programs as needed, to retain members.

A key part of this role is to build value around our platform and maintain clients on subscription and leveraging our service.

QUALIFICATIONS :

You need to be able to follow a script to qualify and answer FAQ.

• Work stability- Can not have more than 2 Jobs in the last 5 years
• At least two year of over the phone Sales
• At least two years of over the phone Refund Cancelation Support and retention. With successful resolution for both customer and company
• Ability to de-escalate upset customer situations without it getting you depressed or needing a break?
• Show Track record of stability in personal and professional work.
• Comfortable having conversation and positive and negative feedback from customers
• Personal and motivational ability to encourage customers not to give up and work through the challenges
• Enjoy talking on the phone and working with people.
• Demonstrate ability to be reliable, professional, punctual and have fun!
• Good organizational skills, calendar management and seeing tasks through to completion
• Demonstrated ability to work high volume low touch customer service over phone, ticket (email) and Chat
• Required High-School Diploma
• Notary : Willing to get or already has Notary Stamp. Company will pay for training and bond. Must be done within 4 weeks or less of the start date.

IF YOU DO NOT MEET THE ABOVE DO NOT APPLY

Measurable Accountabilities :

• Customer Retention : 90% of Member that are schedule to make first membership payment makes it Enrollment to First Renewal
• Customer Churn : 90% # of Member that paid last month pay this month
• Customer Satisfaction : Survey ect This is from Tickets, chats, phone calls NPS

Customer Satisfaction- At least 85% feedback score consistently

Meet company NPS & Feedback scores for the quarter

No valid personal negative feedback from clients

• Loan Apps 22 Funding requests per month on requests under contract QUCR Loan apps
• Retention : Refund / Chargeback Rate Under 7% for your customer Base
• Reviews : At least one Quality 5 Star Review per week. With 100 Words
• Articles Create 1 new Update or Create Help Screen Capture Videos / Posting per week
• Productive : Daily Hitting a protective score of 1

Key Behaviors Competencies : This is a list of Behavior Competencies a candidate will need to excel in this role.

• Resourcefulness / Initiative
• Likability
• Communication Verbal
• Stress Management
• Enthusiasm / Passion
• Persuasion
• Intelligence
• Listening
• Conflict Management
• Integrity

Experience you need / Key Technical Skills :

• CRM- Experience with any CRM Customer Relationship Management Bonus If has used Hub Spot
• Google Sheets, Excel, Drive - Basic formulas and experience of more than Basic Use. organizing keeping and managing files and permission sharing)
• Phone Skills : demonstrate a track record of calling over the phone. Answering questions with Confidence and putting callers at ease
• Conflict Resolution : Without getting combative or demoralized. Enjoy the challenges of crucial conversations, listening and coming to a resolution.
• Soft Sales : Offering upgrade options for product and membership
• Chat and Tickets; Experience responding to Chat in timely manager and resolving and closing tickets quickly
• Can't Be Feeling and Prospecting ( Steady)
3 days ago