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Customer Loyalty Specialist in Covington, LA at Globalstar

Date Posted: 9/14/2018

Job Snapshot

Job Description

 

Globalstar is Hiring a Customer Loyalty Specialist to Join Our Team in the New Orleans Area!

WHO ARE WE?

Globalstar is a leading provider of mobile satellite voice and data services. Customers around the world in industries such as government, emergency management, marine, logging, oil & gas and outdoor recreation rely on Globalstar to conduct business smarter and faster, maintain peace of mind and access emergency personnel. The Company's products include mobile and fixed satellite telephones, the innovative Sat-Fi satellite hotspot, Simplex and Duplex satellite data modems, tracking devices and flexible service packages. For more information, visit www.globalstar.com.

Globalstar offers a competitive salary and benefits package including, but not limited to, medical, dental, vision, wellness program, 401K, stock options, employee stock purchase plan, life Insurance, accidental injury, long term disability, short-term disability, holiday pay, vacation and sick days.

JOB SUMMARY           

  • The Customer Loyalty Specialist is responsible for saving customers from cancelling their Globalstar/Spot services by resolving outstanding issues or negotiating/instilling value in current services.

Candidates must be eligible to work in the United States. Must be able to accommodate a flexible schedule. Shifts may vary. We are a 24X7 support center.

RESPONSIBILITIES       

  • Handles inbound and outbound retention calls, emails, and chats in a busy call center environment.
  • Utilizes proactive persuasive retention skills to turn requests for cancellation or downgrade into sales and save opportunities by identifying customer needs.
  • Addresses complaints with the goal of increasing satisfaction, increasing loyalty in the products, and securing renewals or saves.
  • Achieves monthly key performance metrics, call productivity standards, and call quality performance through utilization of persuasive skills, defined call flow structure, and adherence to provided schedule.
  • Offers discounts or special deals as needed within pre-established limits.
  • Effectively analyses a customer’s history and usage patterns to educate the customer about their options
  • Exercises creative negotiation skills to motivate customers to continue using Globalstar/SPOT
  • Educates customers on active product features, service offerings, billing, charges, and product value.
  • Remains current on changes to internal processes, offerings, promotions, pricing and/or products.
  • Uses technology (computers, phones, faxes, etc.) efficiently and effectively.
  • Keeps record of customer interactions and transactions, recording details of inquiries, complaints and comments as well as actions taken in required systems.
  • Work with management in developing new strategies related to customer retention activities
  • Provide feedback related to customer retention activities

Job Requirements

What we are looking for

  • Demonstrate ability to establish collaborative customer relationships in a busy environment
  • Ability to handle difficult issues/customers effectively
  • Skills associated with retaining loyal customers
  • Fluent verbal and written communication skills in English
  • A “People Person” with effective listening skills
  • Passionate about delivering superior customer service
  • Time management and organizational skills
  • Proficiency in Microsoft Office
  • Take charge to resolve a customer issue
  • Able to handle rejection
  • Experience in Chat support is a plus
  • Sales-oriented personality
  • Love for technology and learning new gadgets
  • Patient and attentive to customer while abiding by the company policies
  • Flexible, able to handle multiple tasks and meet deadlines
  • Review your work for accuracy and compliance

EDUCATION REQUIREMENTS

  • High school diploma or GED Certification is preferred with 1-2 years of work experience

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

  • Works in an office environment
  • Sits for long periods of time.
  • Other physical duties as required.

Globalstar is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

 

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