What are the responsibilities and job description for the Customer Service Retention Representative position at Mountaineer Employment Solutions?
The Customer Service Sales Representative is responsible for creating exceptional customer experiences by effectively solving problems and turning challenges into positive interactions. This role blends customer service and sales, ensuring every engagement—whether with new or existing customers—is professional, supportive, and focused on meeting customer needs. Representatives will promote products, resolve concerns, and guide customers through service options with clarity and care.Essential FunctionsDuties include, but are not limited to:Promoting, selling, and/or saving products and servicesDelivering excellent customer experiences via phoneNegotiating and completing save/service order requestsWorking with customers patiently, tactfully, and efficientlyAccurately informing customers of fees, adjustments, and account detailsProviding tailored product and service optionsApplying active listening skills in every interactionFollowing tactical call flows to optimize customer satisfactionKey CompetenciesCustomer FocusUnderstands internal and external customer expectations; prioritizes customer satisfaction; responds constructively to feedback and concerns.AdaptabilityThrives amid rapid change and ambiguity; works effectively under pressure and supports continuous improvement efforts.CommunicationMaintains strong two-way communication; clearly conveys messages verbally and in writing to customers, team members, and other stakeholders.Ethics / IntegrityDemonstrates principled behavior, follows through on commitments, and builds trust through consistent, ethical decision-making.InitiativeIdentifies opportunities for improvement, innovation, and business growth; takes proactive steps to achieve positive outcomes.Shaping & Driving StrategyAligns daily actions with broader business goals; translates strategy into effective, results-oriented behaviors.Sound Judgment & Decision-MakingEvaluates complex issues, considers all critical information, and makes timely, well-reasoned decisions.Team PlayerSupports team success by collaborating effectively and contributing to shared goals across the organization.Minimum RequirementsOutstanding customer service skillsStrong communication, interpersonal, analytical, and problem‑solving abilitiesBasic math skills, accurate data entry, and confidence in sales interactionsUnderstanding of peripherals and moderate‑to‑advanced hardware/software troubleshootingAbility to multitask in a fast-paced environmentPreferred QualificationsPrevious customer service experience in a high‑volume environment2 years of call center experience or equivalentHigh school diploma or equivalent18 years of age or olderEqual Employment OpportunityMountaineer Employment Solutions is an equal opportunity employer. We do not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. Employment with Mountaineer Employment Solutions is decided based on qualifications, merit, and business need.The Customer Service Sales Representative is responsible for creating exceptional customer experiences by effectively solving problems and turning challenges into positive interactions. This role blends customer service and sales, ensuring every engagement—whether with new or existing customers—is professional, supportive, and focused on meeting customer needs. Representatives will promote products, resolve concerns, and guide customers through service options with clarity and care.Essential FunctionsDuties include, but are not limited to:Promoting, selling, and/or saving products and servicesDelivering excellent customer experiences via phoneNegotiating and completing save/service order requestsWorking with customers patiently, tactfully, and efficientlyAccurately informing customers of fees, adjustments, and account detailsProviding tailored product and service optionsApplying active listening skills in every interactionFollowing tactical call flows to optimize customer satisfactionKey CompetenciesCustomer FocusUnderstands internal and external customer expectations; prioritizes customer satisfaction; responds constructively to feedback and concerns.AdaptabilityThrives amid rapid change and ambiguity; works effectively under pressure and supports continuous improvement efforts.CommunicationMaintains strong two-way communication; clearly conveys messages verbally and in writing to customers, team members, and other stakeholders.Ethics / IntegrityDemonstrates principled behavior, follows through on commitments, and builds trust through consistent, ethical decision-making.InitiativeIdentifies opportunities for improvement, innovation, and business growth; takes proactive steps to achieve positive outcomes.Shaping & Driving StrategyAligns daily actions with broader business goals; translates strategy into effective, results-oriented behaviors.Sound Judgment & Decision-MakingEvaluates complex issues, considers all critical information, and makes timely, well-reasoned decisions.Team PlayerSupports team success by collaborating effectively and contributing to shared goals across the organization.Minimum RequirementsOutstanding customer service skillsStrong communication, interpersonal, analytical, and problem‑solving abilitiesBasic math skills, accurate data entry, and confidence in sales interactionsUnderstanding of peripherals and moderate‑to‑advanced hardware/software troubleshootingAbility to multitask in a fast-paced environmentPreferred QualificationsPrevious customer service experience in a high‑volume environment2 years of call center experience or equivalentHigh school diploma or equivalent18 years of age or olderEqual Employment OpportunityMountaineer Employment Solutions is an equal opportunity employer. We do not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. Employment with Mountaineer Employment Solutions is decided based on qualifications, merit, and business need.#IND1Company DescriptionMountaineer Employment Solutions is a proud, locally owned West Virginia company dedicated to serving employers and employees across the state. We believe great jobs deserve great people — and great people deserve great employers. Based in the heart of West Virginia, we specialize in connecting hardworking individuals with businesses that value talent, integrity, and community.
Salary : $14 - $19