Customer Retention and Recovery Specialist

Description The Retention and Recovery operations are designed to implement customer retention strategies aimed at increasing loyalty and retaining business while also recovering funds due to the company post-cancellation of protection plans. This role is expected to manage a 50% collection rate and handle 50-60 calls a day. We seek a Helpful and Professional Retention & Recovery Advisor to support our Home Services Team in delivering a Wow Member Experience with their Home & Appliance Protection Plan. Company Culture and Environment Our work environment is designed to be fun and engaging, fostering relationships that feel like family. We prioritize teamwork and strive to provide a supportive atmosphere for all employees. Career Growth and Development Opportunities We offer advancement and leadership training opportunities, enabling employees to grow within the organization and develop their professional skills further. Detailed Benefits and Perks • Paid Orientation & Training at $15/hr • Base Pay of $15.00/Hr PLUS Commission • Full Package of Benefits: Medical, Dental, Vision, Life Insurance, 401K Benefits, & 6 Paid National Holidays • Recognition Programs • Possible option to Work from Home after 90 Days based on Performance Compensation and Benefits We provide competitive compensation and a comprehensive benefits package that includes medical, dental, vision insurance, life insurance, 401K, and paid holidays. Why you should apply for this position today This is a fantastic opportunity to join a dynamic team with great potential for career advancement. We are looking for dedicated professionals who enjoy working in a fast-paced environment and want to make a positive impact on our customers. Skills • Excellent verbal communication and listening skills • Capability to handle both inbound and outbound calls • Experience in Sales, Customer Service, Retention, or Collections • Strong strategic thinking and problem-solving skills • Ability to apply effective retention and sales techniques • Self-control in maintaining composure during difficult situations • Proficient computer skills and multitasking abilities • Flexible work schedule Responsibilities • Maintain high levels of customer satisfaction and professionalism in all transactions • Explain all products and services to existing members to resell and retain • Prevent product cancellations through outbound and inbound calling • Engage customers to highlight the benefits of protection programs • Collect outstanding balances due to the company from cancelled contracts • Resolve customer disputes related to outstanding balances Qualifications • Experience in a fast-paced call center environment • Strong verbal communication and listening skills • Previous experience in sales, customer service, retention, or collections • Ability to handle escalated customer issues effectively • Negotiation, consultative, and persuasive skills • Self-motivated and disciplined Education Requirements • High school diploma or equivalent; further education is a plus Education Requirements Credential Category • High School Diploma or equivalent Experience Requirements • Previous experience in customer service or sales roles preferred • Experience in call center operations is a plus Why work in Longwood, FL Longwood is known for its beautiful scenery, friendly community, and convenient access to major attractions. The city offers a mix of suburban charm and urban amenities, making it an excellent place to live and work. With a growing economy and plenty of recreational activities, Longwood presents a well-rounded lifestyle for professionals. Apply tot his job Apply To this Job