Retention Specialist

Location US-PA-Bala Cynwyd
Job ID 2020-1814

Overview

At Connect America, we help save lives. Our medical alert systems offer consumers one-button access to emergency assistance, and we deliver remote patient monitoring and medication management solutions that allow patients to better manage their health from home.

 

Connect America is the largest independent provider of medical alert systems in North America, offering a range of at-home or on-the-go solutions. Additionally, we provide connected health solutions, including medical alert systems, remote patient monitoring and medication management, to hospitals, home healthcare agencies, insurance payers and healthcare professionals nationwide. 

 

We have an award- winning customer service team, including a Best Service Award from Today’s Caregiver from 2019. Our healthcare division has awards for Top Ten Home Healthcare Solutions Provider for two years in a row as well as Connect America has been named to Philly Happening’s Best Place to Work list for the past two years. We listen to our customers to determine the safest solution for their needs. We treat all customers and team members ethically and respectfully, creating relationships built on trust.  We work as positive team members, developing customer solutions in a collaborative manner. We know that customers and team members are counting on us to contribute, we deliver what’s expected from us!

 

Connect America is headquartered close to the city of Philadelphia, in Bala Cynwyd, PA. Learn more at www.connectamerica.com.

 

Job Summary

To retain and up-sell existing customers on the benefits of the medical security devices provided by the company. The position operates in an energetic and highly competitive "re-sale" floor with normal to occasionally high levels of noise

Responsibilities

  • Interface with customers in a call center environment
  • Must achieve daily, weekly and monthly quotas set up by management
  • Retain existing customers while providing exemplary customer service
  • Provide customers with a vast knowledge of information; i.e. products and services, rates and benefits
  • Provide alternative pricing options and other retention offers to maintain existing customers
  • Required to know benefits and features of products and services
  • Accurately identify customer accounts to effectively determine the product(s) and pricing eligibility
  • Navigate through multiple systems in a timely manner
  • Perform data entry tasks associated with a customer's account
  • Complete all commitments offered to customer in a timely manner; i.e. call backs and rate adjustments
  • Must follow all guidelines set up by company
  • Use training and educational tools to enhance customer service/retention skills
  • Volunteer and actively participate in team meetings and activities
  • Perform other assigned duties and tasks necessary to support the Customer Relations/Retention Department

Qualifications

  • High School graduate/Bachelor's Degree preferred/Bilingual a plus
  • 2 years of inside sales or customer retention experience
  • Ability to listen, negotiate and work with a wide range of customers
  • Ability to address problems that involve critical thinking in a tactful manner
  • Ability to effectively communicate information to customers, other employees in one-on-one or group environment
    Maintain confidentiality regarding company, customer and employee information
  • Excellent computer skills and ability to navigate through multiple systems
  • Understand quality standards for work and represent company in a positive light
  • Must successfully pass drug and criminal background checks
  • Must have a flexible schedule

Connect America is a drug-free workplace and an Equal Opportunity Employer.  We participate in the E-Verify program in our hiring practices to achieve a lawful workforce.

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