Sales and Retention Representative

Job Summary: We are looking for an Inbound Retention Specialist with Upselling Skills to join our team in the call center industry. The ideal candidate will be responsible for handling incoming calls from existing customers, resolving their issues and concerns, and retaining their business through upselling techniques.

Key Responsibilities:

• Answer incoming calls from existing customers regarding account-related questions or issues
• Address customer inquiries, complaints, and issues in a timely and professional manner
• Identify and assess customers' needs and recommend relevant products or services to meet those needs
• Upsell and cross-sell additional products or services to existing customers
• Retain existing customers by providing excellent customer service and resolving any issues they may have
• Collaborate with other departments to resolve complex customer issues
• Track and report on customer retention and upselling metrics
• Stay up-to-date with industry trends and best practices for customer retention and upselling

Qualifications:

• High school diploma or equivalent; some college education preferred
• 2+ years of experience in customer retention and upselling in a call center industry
• Strong communication and interpersonal skills
• Excellent problem-solving and decision-making skills
• Proactive and customer-focused approach
• Ability to work independently and as part of a team
• Proficient in MS Office and customer relationship management software
• Ability to multitask and manage time effectively
• Strong attention to detail