[Hiring] Response Specialist @Sirius XM

Role Description

If you are looking for an opportunity to help people, through this position you can fuel this passion by providing vehicle owners convenience, safety, and security services which can help save lives. You will accomplish this by managing incoming customer calls from landline and in-vehicle applications. These calls will include:

• Automatic collision notifications
• Emergency situations
• Stolen vehicle location requests
• Points of interest destinations
• Roadside assistance
• Remote phone applications troubleshooting
• General customer service

What you’ll do:

• Answer a mix of incoming calls including those involving emergency situations.
• Obtain critical information within active emergency situations, including location, details of the incident, injuries, and other potential medical conditions.
• Work with emergency response centers such as police, fire, and EMS to assist with emergency response dispatch.
• Work effectively under pressure and time constraints in a fast-paced environment.
• Consistently utilize effective communication, knowledge retention and recall, speed and efficiency, creative problem solving, emotional stability, and empathy.
• Approach service and retention with integrity, compassion, and perseverance.
• Connect and build rapport with a variety of customer types by using common courtesy, creating empathy, actively listening, educating, and offering solutions which cater to our customers’ needs.
• Diffuse high-tension situations as the need arises and go above and beyond to create resolutions to issues and customer complaints.
• Utilize multiple systems and various tools available to stay abreast of changes and new information.
• Guide customers effectively and efficiently through technical application challenges and solutions.
• Consistently achieve KPI call center metrics such as Call Quality, Schedule Adherence, Schedule Conformance, Attendance, and Average Handle Time.
• Work on additional assignments/department initiatives as needed.
• Attend additional training as needed to support evolving business needs.

Qualifications

• Language Skills: Fluent in English with exceptional written and verbal communication abilities.
• Experience: 1–2 years of customer service experience, preferably in a contact center environment.
• Education: High school diploma or GED required.
• Performance Metrics: Proven ability to meet and exceed targets such as Customer Service Excellence, Quality Assurance, Average Call Duration, productivity, and attendance.
• Customer Retention: Skilled at driving retention through proactive service and effective solutions on every call.
• Interpersonal Skills: Strong ability to collaborate across organizational levels and engage effectively with diverse customer profiles.
• Communication: Excellent verbal communication and active listening skills; professional phone demeanor with strong etiquette.
• Composure Under Pressure: Calm, collected, and effective in handling stressful or high-pressure situations.
• Active Listening: Strong ability to extract critical details from callers quickly, even when communication is unclear or chaotic.
• Work Style: Able to work both independently and as part of a team; comfortable under close supervision when needed.
• Attention to Detail: Strong focus on accuracy, time management, and sound decision-making.
• Emotional Resilience: Capable of managing stressful calls involving distressed or panicked individuals while maintaining professionalism.
• Empathy & Compassion: Balances efficiency with a human-centered approach, reassuring callers in distress.
• Customer Focus: Demonstrated commitment to delivering outstanding service and supporting internal clients.
• Multitasking: Capable of managing multiple tasks in a fast-paced environment without sacrificing performance.
• Flexibility: Willingness to work a flexible schedule based on business needs.
• Technical Proficiency: Adept at navigating multiple systems simultaneously.
• Proficient in Microsoft Office Suite (Word, Outlook).
• Strong overall computer literacy, with a minimum typing speed of 30 WPM and the ability to talk and type simultaneously.
• Solid math skills.
• Work Environment: Dedicated, distraction-free home workspace with reliable internet service and consistent hardwired ethernet connection.
• Authorization: Must have legal authorization to work in the United States.

Benefits

• No daily commute and gasoline expense.
• Monthly $50 internet service reimbursement.
• Multiple medical insurance coverage options effective on your first day of employment.
• Dental and vision insurance coverage.
• Pet insurance.
• Identity Protection insurance.
• Paid Time Off program.
• Health Advocacy program.
• Wellness and Mental Health Services.
• Free SiriusXM and Pandora Subscription and SiriusXM radio device discounts.
• Discount programs for auto, computer hardware, entertainment venues, hotels, loan programs, AT&T, Microsoft products, LG appliances and more!
• Shift Differential.
• The starting rate for this position will be $18/hour + monthly performance-based bonus.
• This role might be eligible for discretionary short-term and long-term incentives.