Customer Service Representative II (Full-Time)

PeopleConnect San Diego, CA, USA


$16.22 Hourly

Benefits Offered

401K, Dental, Life, Medical, Vision

Employment Type


Job Summary -

The Customer Service Representative II is responsible for handling our inbound customer cancellation calls by answering inquiries; determining requirements; understanding and resolving problems and fulfilling requests with a focus on retention and providing excellent customer care. Additionally, Customer Service Representative II holds a high level of responsibility for testing different retention script variations to determine appropriateness and effectiveness.

Here’s what we offer…

  • Part-time ($0.25), Shift ($1.00) & Spanish ($.50) Differentials
  • Training performance bonus additional $1.50 per hr (First 90 days)
  • Maximum of $500 monthly performance bonus
  • Quarterly Top Performer Bonus of $300 per performance metrics
  • Paid Time Off - 40 hours

Essential Duties and Responsibilities -

  • Assigned to cancellation queues, focus on meeting customer needs and providing solutions to retain them
  • Maintains customer records by accurately updating account information
  • Develops expertise in product usage and uses appropriate strategies to provide solutions to meet their needs
  • Increases product usage and customer satisfaction through demonstration and promotion of product features
  • Adept at using retention strategies
  • Committed to understanding each product’s benefits and exercises mastery and benefits to customers
  • Motivates agents in a positive manner by sharing their knowledge, techniques, and retention stories
  • Works in conjunction with center leadership to embrace and extend retention strategies
  • Demonstrated ability to extrapolate key principles to improve process and retention techniques
  • Team-oriented and a strong individual performer that shares best practices with other members
  • Focused on meeting Quality Assurance requirements and other key performance metrics
  • Other duties and responsibilities as assigned
  • Required to be in office for the first 30 days
  • Work options:
    • Full-time in office
    • Hybrid (in-office and remote)
    • Full-time remote (temporary)

Qualifications (Knowledge, Skills, and/or Abilities) -

  • Knowledge of call center telephony and technology
  • Good data entry and typing skills
  • At least 2 years of customer service principles and practices
  • Attention to detail
  • Ability to be a team player
  • Goal-Oriented
  • Passionate about helping others
  • Flexible and able to adapt to changing priorities, including the ability to multi-task and juggle many competing priorities and deadlines

Competencies -

The Customer Service Representative II will be proficient in the following competencies as demonstrated through experience, training, and/or testing:

  • Have a positive attitude
  • Must be able to meet and continue to meet requirements for specific skills, certifications, or authorizations specified for the assigned site
  • Knowledge of security operations and procedures
  • Ability to carry out instructions furnished in written, oral, or diagrammatic form
  • Ability to be an effective team member
  • Ability to maintain professional composure when dealing with unusual circumstances
  • Courteous telephone manner
  • Ability to adapt to changes in the environment and organization
  • Ability to write routine correspondence, including logs and reports
  • Good organizational skills
  • Good interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures

Minimum Education and/or Experience -

High School Diploma or equivalent

Language Skills -

  • Must have excellent written and verbal skills
  • Communication and interpersonal skills

Mathematical Skills -

Skill level necessary for the position

Problem Solving/Reasoning Ability -

As required to perform essential job duties and responsibilities

Computer Skills-

Proficient in relevant computer applications


About PeopleConnect:

Working for PeopleConnect goes far beyond just having a job. We have a fast-paced environment filled with people that really give our company a family feel. The Leadership Team provides support and guidance and is always open to feedback on how to continuously improve our service and work environment. There’s room for growth within the company, and we love to tap into the strengths of our existing talent.

Here’s what we offer...

Paid Weekly
Competitive benefits package which includes - medical, dental, vision, long-term and short-term disability, life insurance, Flexible Spending Account, Employee Assistance Program
Company pays 80% of medical/dental/vision premiums (Employee Only)
401K with employer match (up to 4%)
Company-paid time off
11 paid observed holidays and an extra paid day off for your company anniversary
Frequent fun company events and much more!!

Company website:

Company address: 9596 Chesapeake Dr, Suite A. San Diego, CA 92123

Posted date: 4 days ago

View all Jobs at PeopleConnect