Call Center Representative (7am to 7pm CST) at Digital Risk · 7965…

Summary: Digital Risk is a company that applies next-generation technology to help enterprises transform businesses globally. As a Call Center Representative in the Outreach team, you will cultivate customer relationships, collaborate with internal teams, and provide exceptional service to reduce churn and enhance customer engagement. Responsibilities: - Utilizing Project Management skills by working closely with the key partners to maintain a continuous flow of information specific to case status, and to identify potential issues and/or opportunities - Conduct outbound customer outreach (manual and campaign-based) to provide updates, present offers, identify opportunities, and reinforce value - Building and nurturing collaborative relationships with support teams while consistently demonstrating professionalism and emotional intelligence - Turning negative/neutral experiences into positive interactions based on a proactive approach - Serving as a brand ambassador and advocate for your customers, throughout every contact, highlighting all our clients’ products and services - Identifying plans and services that would suit customer needs to prevent future contacts - Turning customer contacts into a sale or a save opportunity with a premium experience - Demonstrating a high level of critical thinking when making decisions in customer resolution and considering the impact on our brand - Supporting high-level escalations through the entire customer journey, including pain points, identifying the root cause of concerns, and working quickly to resolve them - Proactively triaging high-risk accounts, flagging early signs of churn, and collaborating across departments to mitigate risk - Provide technical or account assistance in collaboration with Sales and Support teams - Document customer interactions thoroughly using CRM tools to ensure alignment and visibility - Knowledge of and adherence to telemarketing laws Required Qualifications: - White Glove Outreach Customer Service: 1-2 years - Customer Service, Account Management, or Customer Success: 1-2 years - Familiarity with CRM systems such as Salesforce or Workflow Manager (WFM), and tools like Microsoft Office - Experience working in Loyalty/Retention programs with a high understanding and performance with loyalty tools such as Compass & Mysolutions - Strong analytical skills and attention to detail; ability to recognize patterns and trends in customer behavior - Previous experience working in a Secure Workspace (SWS) type environment or white room (no pen, paper, mobile or electronic devices, etc.): 1+ years Preferred Qualifications: - One or more years of Technical and Public Sector customer experience: 1+ years - Experience troubleshooting hardware, software, applications, network, and device issues - Experience resolving customer issues, billing, and/or handling product Q&A Required Skills: White Glove Outreach Customer Service, Account Management, Customer Success, Salesforce, Workflow Manager, Microsoft Office, Loyalty/Retention Programs, Compass, Mysolutions, Secure Workspace (SWS)