[Hiring] Retention Specialist @Sirius XM Radio

Role Description

In this role, you will handle incoming customer calls to enroll, renew, reactivate, or cancel SiriusXM Connect customer subscription packages. The main objective in this role is to retain, sign up, or downgrade/upgrade SiriusXM Connect subscription services.

• Answer incoming sales and retention calls, following the sales strategy and guidelines set forth by SiriusXM Connect leadership.
• Utilize sales skills like overcoming objections, asking probing questions, providing benefit statements, assuming the sale, and building rapport to obtain sales and retain customer business.
• Approach service and sales 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 resolve any issues.
• Utilize systems and various tools available to stay abreast of changes and new information and to assist customers by appropriately recommending products, services, and promotions.
• Consistently achieve performance targets and metrics such as Sales, Retention, 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

• 1-2 years of relevant sales experience in a metric-based/goal-oriented environment.
• 1-2 years of experience in a contact center environment strongly preferred.
• High school diploma or GED.
• Ability to utilize sales skills by asking probing questions, overcoming objections, offering rebuttals, creating benefit statements, and assuming the sale to retain customer business and generate new customer sales.
• Ability to achieve required sales, retention, productivity and attendance targets.
• Interpersonal skills and the ability to interact and work with employees at all levels and customers of all types.
• Ability to work independently and in a team environment.
• Ability to project a professional image over the phone through excellent phone etiquette.
• Fluency in English with excellent written and verbal communication skills.
• Strong attention to detail, time management, and decision-making skills.
• Commitment to “internal client” and customer service principles.
• Ability to handle multiple tasks in a fast-paced environment while meeting expectations.
• Ability to work a flexible schedule as business needs dictate.
• Must have legal right to work in the U.S.

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!
• Starting rate for this position will be $18/hour + monthly performance-based commission.
• This role might be eligible for discretionary short-term and long-term incentives.