About the job
Join Our Dynamic Team at The Credit Pros in a 100% Fully Remote Role!
Elevate Your Career in the Booming Credit Repair Sector!
Are you ready to soar in your professional journey? At The Credit Pros, we value diverse perspectives that fuel innovation and success. We are on the lookout for passionate individuals who are eager to learn and embrace new challenges. If you are ready to be part of a team that balances hard work with a vibrant culture, your future awaits at TCP!
About Us:
The Credit Pros stands as a national leader in credit repair, dedicated to assisting clients in removing negative, inaccurate, outdated, and erroneous items from their credit reports. Our mission goes beyond mere repair; we educate our clients on the intricacies of the credit system and empower them to enhance their financial health proactively. Recognized as an Inc. 5000 company, we are at the forefront of industry growth, committed to cultivating an outstanding organization that positively impacts both our clients and employees. Our commitment to excellence has earned us accolades such as one of Inc. Magazine's top 50 workplaces and a prestigious Smart CEO Magazine Corporate Culture Award.
Role Overview:
As a Client Success Agent, you will be instrumental in enhancing customer satisfaction while contributing to our retention and revenue growth objectives. Enjoy the convenience of providing support to customers through phone communication from your own home! You will assist in resolving and escalating product and platform issues and address account and billing inquiries. Leverage your communication skills and a customer-first mentality to empathetically collaborate with our clients to resolve their issues.
Your Responsibilities:
- Manage customer inquiries via phone, email, and chat in accordance with established SOPs.
- Utilize TCP’s tools (Microsoft Suite, Salesforce, ZOHO, Hodu) for daily operations.
- Escalate and route issues to appropriate departments as necessary.
- Document, review, and follow up on customer requests and resolutions.
- Investigate and research to provide accurate solutions.
- Maintain and update customer records during interactions.
- Meet KPIs for client-facing time, call quality, and occupancy.
- Address inquiries related to collections and billing, such as payment plans, account balances, and overdue payments.
- Clarify charges, generate statements, and process billing adjustments.
- Manage service cancellations, applying retention strategies and resolutions.
- Complete cancellations training and implement retention strategies as part of daily duties.
