Customer Service Retention & Sales Representative

Job Summary

The Customer Service Retention & Sales Representative is responsible for delivering exceptional customer experiences while proactively identifying opportunities to retain customers and promote additional products or services. This role blends customer service problem-solving retention expertise and sales-driven engagement to ensure every interaction results in a positive customer outcome while supporting business growth.

In this role you will serve as a trusted advisor-listening carefully to customer needs resolving concerns with professionalism and empathy and recommending solutions that improve the customer experience strengthen loyalty and create value for both the customer and the business. The ideal candidate will demonstrate a customer-first mindset paired with strong sales acumen including the ability to recognize opportunities overcome objections and confidently position products services and save offers. Previous sales experience or sales exposure is highly beneficial for success in this role.

Key Responsibilities

• Deliver high-quality customer service via phone in a professional friendly and efficient manner.
• Retain customers by identifying needs resolving concerns and presenting relevant products services and save offers that align with the customers situation.
• Leverage consultative selling techniques to uncover opportunities for upselling cross-selling and strengthening long-term customer loyalty.
• Accurately process save transactions service requests and account updates in a timely manner.
• Use effective communication probing and active listening skills to fully understand the customers needs and recommend best-fit solutions.
• Clearly explain products pricing fees adjustments promotions and service details in a way that builds confidence and supports informed decision-making.
• Follow structured call flows designed to optimize both the customer experience and retention/sales success.
• Demonstrate professionalism patience empathy and sound judgment while navigating objections service issues and challenging customer interactions.
• Maintain accuracy in documentation and adhere to all compliance quality and scripting requirements.
• Consistently work toward achieving key performance expectations including customer satisfaction retention and sales-related goals.
• Identify opportunities to add value during customer interactions by promoting solutions that enhance the customers overall experience and meet business objectives.

Key Competencies

• Customer Focus: Prioritizes customer needs and satisfaction while balancing business objectives and retention opportunities.
• Sales Acumen: Recognizes opportunities to influence customer decisions position value and recommend products or services that meet customer needs.
• Adaptability: Performs well under pressure and responds constructively to change in a fast-paced environment.
• Multitasking: Effectively navigates multiple PC programs and systems while maintaining a productive professional conversation with customers.
• Communication: Delivers clear concise verbal and written communication; explains complex information in a customer-friendly manner.
• Influence & Persuasion: Demonstrates confidence in guiding customer decisions overcoming objections and promoting solutions with credibility.
• Integrity & Ethics: Acts with honesty and consistency; builds trust through accurate information and dependable follow-through.
• Initiative: Proactively identifies opportunities to improve outcomes for both the customer and the business.
• Results Orientation: Translates goals into action meets performance expectations and drives retention and sales outcomes.
• Sound Judgment: Makes informed decisions using available information and resolves issues effectively.
• Team Collaboration: Works cooperatively across teams to achieve shared goals and contribute to overall departmental success.

Minimum Requirements

• Strong customer service interpersonal and verbal communication skills.
• Demonstrated sales aptitude with a customer-centric and solutions-based approach.
• Strong analytical thinking and problem-solving ability.
• Basic math skills and solid data entry accuracy.
• Ability to multitask in a fast-paced performance-driven environment.
• Ability to build rapport quickly identify customer needs and confidently recommend appropriate solutions.
• Comfortable working toward retention service and sales-related performance goals.
• Ability to work a flexible schedule between the hours of 8:00 AM and 8:00 PM EST.
• Moderate-to-high competence in hardware/software troubleshooting.

Preferred Qualifications

• 2 years of call center or high-volume customer service experience.
• Previous retention save desk subscription or service-based customer support experience.
• Prior sales experience (inside sales upselling cross-selling consultative sales or revenue-generating customer support) strongly preferred.
• Proven ability to influence customer decisions and promote value-based solutions.
• High school diploma or equivalent.
• Must be 18 years of age or older.

Ideal Candidate Profile

The ideal candidate is someone who can combine excellent service skills with strong sales instincts. They understand how to build rapport uncover customer needs resolve issues and confidently recommend solutions that improve retention and create value. They are motivated by results comfortable working in a performance-based environment and capable of balancing empathy with business goals.

1. Based on discussion that the business and TA team had with the client the clients first preference going forward ( not for the candidates already selected) will be someone having SALES EXPERIENCE. I spoke to customer as well and he mentioned that if we are unable to hire everyone with sales experience he is looking at at least 50-60% or more with sales experience and the rest can be people with Call center retention who are willing to do sales and are trainable BUT majority of our the hires if not all per class should be people with SALES experience.