Retention Representative

Job Title: Customer Escalation Reps. 
Objective: Assist customers with their accounts by reviewing coverage, and processing claims.
Primary Responsibilities.
  • Assist customers with a warranty program that they are enrolled in.
  • Enhance customer loyalty by providing superior customer service.
  • Complete daily telephone calls to existing clients.
  • Handle customer escalation requests via telephone, email, mail, and work to positively resolve issues.
  • Resolve customer complaints by investigating problems and developing solutions.
  • Inform clients of coverage on accounts and assist with dispatching vendors to assist with repairs.
  • Keep Dispatch Supervisor informed by submitting activity and results reports.
  • Assist with dispatch department.
  • Assist the Dispatch Supervisor with projects as needed.
Knowledge and Skill Requirements.
  • Strong phone presence.
  • Positive and upbeat personality.
  • Attention to detail a must.
  • Ability to explain the contract.
  • Comfortable with conflict resolution.
  • Ability to identify and resolve client concerns.
  • Ability to persuade and influence others.
  • Must be able to work within a team to accomplish a given goal.
  • Proven customer service, and dispatch experience.
  • Experience with
  • Ability to multi-task, prioritize, and manage time effectively.
  • Excellent written, verbal, listening, and interpersonal skills.
  • Bilingual (Spanish and English) preferred but not required.

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