Location: Remote (Preference for candidates in Tennessee and Texas)
Pay Rate: $16/hr
Schedule: Monday – Friday, between 8:00 AM – 8:00 PM EST
About the Role
We are seeking a Customer Service Retention Representative who excels in delivering excellent customer service while proactively retaining customers and offering solutions that improve their overall experience. This role requires strong communication skills, problem‑solving abilities, and a customer‑first mindset. Candidates with sales or retention exposure will be strongly preferred.
Key Responsibilities
- Provide high‑quality customer support via phone in a professional and friendly manner.
- Retain customers by identifying needs, resolving issues, and presenting relevant products, services, or save‑offers.
- Follow structured call flows that maximize customer satisfaction and retention outcomes.
- Clearly explain product features, pricing, adjustments, and service details.
- Process service and save requests accurately.
- Demonstrate empathy, patience, and effective problem‑solving skills.
- Maintain proper documentation and ensure compliance with company and industry standards.
Key Competencies
- Customer Focus
- Adaptability and ability to work under pressure
- Multitasking with multiple systems
- Clear and concise communication
- Integrity and strong work ethic
- Initiative and proactive approach
- Results‑orientation
- Sound judgment
- Team collaboration
Minimum Requirements
- Strong customer service and communication skills.
- Analytical thinking and ability to resolve issues effectively.
- Accurate data entry and basic math skills.
- Ability to multitask in a fast‑paced environment.
- Availability Monday–Friday between 8 AM – 8 PM EST.
- Moderate to advanced hardware/software troubleshooting skills.
Preferred Qualifications
- 2+ years of call center or high‑volume customer service experience.
- Experience in retention, save desk, subscription support, or service‑based customer interactions.
- Prior sales, upselling, or cross‑selling experience.
- High school diploma or equivalent.
- Must be 18 years or older.
Work‑From‑Home Requirements (PCI Compliant)
- Private home office with a door.
- Must remain on camera during working hours.
- Wired internet connection (minimum 500 Mbps); Wi‑Fi not permitted.
- Candidate must provide dual monitors (15″ min), keyboard, mouse, and a noise‑cancelling headset.
- Quiet, distraction‑free environment.
- Coforge will supply PC, camera, and additional required hardware.
Skills Required
VOICE