Associate Team Member

About the role

We are looking for an Associate Team Member to join our customer retention team. The role involves handling inbound and outbound calls, negotiating service orders, and delivering exceptional phone support.

Key responsibilities

• Promote and retain company products and services.
• Handle inbound and outbound retention‑related calls.
• Negotiate and process save/service order requests effectively.
• Deliver exceptional customer service over the phone.
• Maintain a patient, tactful, and efficient approach when interacting with customers.
• Clearly explain applicable fees, policies, and adjustments.
• Identify customer needs and recommend suitable product and service options.
• Follow structured call flows to enhance overall customer experience.
• Demonstrate strong active listening and problem‑solving skills.
• Meet performance metrics including call quality, retention rate, and customer satisfaction.

Required profile

• Prior experience in customer retention, sales, or upselling roles.
• Minimum of 1 year of call‑center experience.
• Strong communication and negotiation abilities.
• Ability to thrive in a fast‑paced, customer‑focused environment.
• Excellent interpersonal skills with a customer‑first mindset.
• Capability to multitask while maintaining accuracy and professionalism.

Required skills