SPANISH SPEAKING Retention Specialist / Customer Service

JOB DESCRIPTION

SPANISH SPEAKING AGENT

Summary of Duties of a Universal Contact Center Agent. The duties will heavily focus on Customer Retention but also span general Customer Service contact handling, Customer and Affiliate Partner Retention, and Affiliate Partner Lead Conversion, and new Affiliate On-Boarding. 

Managing Inbound calls 

-New consumer enrollments 

-Cancellation requests 

- Identify if a member is working with a credit repair service and - save as is 

--Identify if there is an opportunity for a score increase - save as is 

- Make retention offers (monthly discount, free month, free 3-bureau report) 

- Password Reset, Product questions, Identity Authentication, Billing Issues



Minimum Requirements for Inbound Calls 

- Retention attempts made on all retention opportunities 

- Minimum weekly retention goal of 20% upfront save with at least 80% paid conversion after initial save (minimum 1 billing cycle) 

- All calls are recorded. Quality assurance will monitor 8 random calls per month. The agent scorecard is expected to score a minimum of 85% of the Quality Assurance score card.

 - Availability 85% minimum AHT >6 min



Outbound call 

- Incomplete Affiliate Sign-Up support  

- Agreement generated leads support 

- New enrolments walkthrough support 

- Goal of 50 outbound calls made per day for affiliate support. 

- All calls are recorded. Quality assurance will monitor 8 random calls per month. The agent is expected to score a minimum 85% of the Quality Assurance scorecard 

- AHT on walkthroughs no more than 20 minutes 

- Availability 85% minimum