Customer Service Retention Agent

ARW Home is looking for talented Retention Customer Service Sales Representatives to join our team in Boca Raton, FL. This position will handle Retention, Upsell or Billing/Collection calls. A CSR will play a fundamental role in achieving our Customer Service and Quality metrics. You must be comfortable making dozens of calls per day, and working in a professional manner with a customer first mindset.

Please do not apply if you do not have customer service experience.

Compensation:

Our compensation structure is designed so Retention Customer Service Sales Representatives can earn commissions and bonuses for retaining customers, upselling customers and collecting payments from customers! This position pays a competitive base pay of $22 per hour with an aggressive commission plan, bonuses and spiffs. The average annual earnings are $60,000. Base pay and commissions paid weekly.

Shift:

We operate Monday through Sunday 8am-5:30pm with alternating Saturdays as needed. You will be assigned a shift within these times at 40 hours per week. You must be available to work all hours of operations. Scheduled based on business needs.

Location:

This position is located in a call center in Boca Raton, Florida.

Responsibilities:

• Upsell current customer to see the value in addition products ARW has to offer.
• Retain current customer and resell them on the benefits of having a home warranty with ARW.
• Collect payments on pay due accounts.
• Resolve customers issues with top notch service so customers are happy to be an ARW customer.
• Perform a minimum of 120 daily outbound/inbound phone calls.
• Meet daily key performance indicators and monthly targets.
• Develop strong relationships with clients.
• Be a contributing member of the Team in revenue, culture, and brand image.
• Develop a complete understanding of our products and industry.
• Attendance/Punctuality - Is consistently at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time.
• Inspire the trust of others; work with integrity; uphold organizational values.

Requirements:

• Minimum 1 year of customer service and sales experience.
• Proven track record of customer first mindset
• Problem-Solving - Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem-solving situations
• Demonstrates persistence and overcomes obstacles, measure self against standard of excellence
• Prioritize and plan work activities in an organized manner; time management skills; set goals and objectives
• Prolonged periods sitting at a desk and working on a computer
• Track record of over-achieving quota
• Strong phone presence and experience dialing dozens of calls per day
• Experience working with Salesforce.com or similar CRM
• Excellent verbal and written communications skills
• Strong listening and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Must type 30 words per minute with 80% accuracy
• Must be able to pass a background check and qualify for a Florida Telemarking license

Work Location: In Person

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

At ARW Home, we believe great people build great companies. We’re a growing home warranty company focused on delivering exceptional service to our customers while creating a workplace where employees can succeed, grow, and be recognized for their contributions. From sales and customer service to claims, billing, and corporate roles, we offer opportunities to build a career, earn competitive pay, and be part of a supportive, team-oriented environment. If you’re motivated, driven, and ready to make an impact, we’d love to have you join the ARW Home team.