At Sunrise Support Services, we are dedicated to helping individuals regain control of their financial futures through effective debt settlement solutions. We pride ourselves on our commitment to exceptional customer service and support. We’re seeking a motivated and skilled Retention/Escalations Specialist to join our dynamic team and help us maintain strong relationships with our clients.
Position Overview: As a Retention/Escalations Specialist, you will play a crucial role in managing client relationships, addressing concerns, and ensuring client satisfaction. You will handle escalated issues with empathy and professionalism, working closely with clients to understand their needs and provide effective solutions. Your goal will be to retain clients, enhance their experience, and contribute to the overall success of our company.
Responsibilities
- Client Engagement: Build and maintain positive relationships with clients, addressing their concerns and inquiries promptly and effectively.
- Issue Resolution: Manage escalated issues and complaints with empathy, patience, and professionalism, ensuring timely and satisfactory resolution.
- Retention Strategies: Develop and implement strategies to retain clients and reduce churn, utilizing feedback and data to inform decisions.
- Collaboration: Work closely with internal teams, including customer service, finance, and compliance, to resolve client issues and enhance service offerings.
- Documentation: Maintain accurate records of client interactions and resolutions, providing insights and feedback to improve processes.
- Performance Metrics: Track and report on key performance indicators related to retention and escalations, striving to meet and exceed targets.
- Customer Advocacy: Act as a voice for the customer within the organization, advocating for improvements based on client feedback and experiences.
- Qualifications
- Fluent in English; proficiency in Spanish or other languages is a plus
- Previous experience in a call center or customer service role preferred
- 2+ years of experience in customer service, retention, or a related role, preferably in the financial services or debt settlement industry.
- Strong problem-solving skills and the ability to handle challenging situations with professionalism.
- Excellent communication skills, both verbal and written, with a focus on empathy and active listening.
- Ability to work independently and as part of a team, with a proactive approach to resolving issues.
- Familiarity with CRM systems and data analysis is a plus.
What We Offer:
- Competitive salary and performance-based incentives.
- Comprehensive benefits package, including health, dental, and commuter benefits.
- A supportive and collaborative work environment.
- Opportunities for professional growth and development.
Schedule:
- In-Office
- 9am to 6pm
- Monday to Friday
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the key duties and responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform critical tasks.
Environment: Work performed primarily in a standard office environment with staff contact and frequent interruptions.
Physical: Primary functions require sufficient physical ability and mobility to the work in a standard office setting; to stand or sit for prolonged periods of time; occasionally stoop, bend, kneel, crouch, reach, and twist; to list, carry, push, and/or pull light to moderate (up to 20 pounds) amounts of weight; to operate office equipment requiring repetitive hand movement and fire coordination including use of a computer keyboard; may be required to travel to other locations using various modes of private and commercial transportation; and to verbally communicate to exchange information.
Vision: Ability to see in the normal visual range with or without correction.
Hearing: Ability to hear in the normal visual range with or without correction.
Job Type: Full-time
Pay: From $24.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Referral program
- Vision insurance
Experience:
- Debt Settlement: 1 year (Required)
Ability to Commute:
- New York, NY 10018 (Preferred)
Ability to Relocate:
- New York, NY 10018: Relocate before starting work (Required)
Work Location: In person
