Call Center Response Specialist

Responsibilities

Who We Are:

SiriusXM and its brands (Pandora, SXM Media, AdsWizz, Simplecast, and SiriusXM Connected Vehicle Services) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.

This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing SiriusXM’s vision to life every day.

SiriusXM Connected Vehicle

SiriusXM Connected Vehicle (SiriusXM CV) is a leading provider of connected services to vehicle manufacturers, delivering one of the most broadly adopted connected vehicle platforms in North America for the last 25 years. Named the 2020 Company of the Year in the Telematics Industry by Frost & Sullivan, we provide safety, security and convenience services to millions of vehicle owners across major automotive brands. Our teams are continuously working to develop leading-edge technology that can not only add convenience to the daily lives of so many drivers across the country but our advancements in safety and security could also help save their lives.

How you’ll make an impact:

Handles incoming customer calls from landline and in-vehicle applications. These calls may be related to points of interest destinations, stolen vehicle location, roadside assistance, remote phone applications, emergency and collision calls, troubleshooting or general customer service. You may also be asked to enroll customer’s subscription packages with the main objective to retain, sign up, or downgrade/upgrade subscription services.

What you’ll do:

• Consistently utilize effective communication, knowledge retention and recall, speed and efficiency, creative problem solving, emotional stability and empathy.
• Approach service and retention with integrity, compassion, and perseverance.
• Connect and builds rapport with a variety of customer types by using common courtesy, creating empathy, actively listening, educating, and offering solutions which caters to our customers’ needs. 
• Diffuse high-tension situations as the need arises and goes above and beyond to create resolve to issues and customer complaints.
• Utilize multiple systems and various tools available to stay abreast of changes and new information. This is key to assist customers correctly and appropriately.
• Consistently achieve KPI call center metrics such as Call Quality, Schedule Adherence, Schedule Conformance, Attendance, and Average Handle Time.
• Flexible and willing to work on additional assignments/department initiatives as needed.
• Attend additional training as needed to support evolving business needs.

What you’ll need:

• 1 – 2 years’ customer service experience preferably in a contact center environment.
• High school diploma or GED. 

• Ability to deliver Customer Service Excellence, QA, Average Call Duration, productivity and attendance targets.
• Ability to drive customer retention through a proactive service and solution approach on every call.
• Interpersonal skills and 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.
• Must be fluent in English with excellent written and verbal communication skills. Bi-lingual skills a plus.
• 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 flexible schedule as business needs dictate.
• Must have legal right to work in the U.S.

• Technical aptitude to navigate multiple systems simultaneously.
• Dedicated home workspace that is distraction free with required internet service capabilities that sustain a consistent connection.
• Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access, Sharepoint).
• Strong computer skills and minimum of 30 wpm computer skills is required with the ability to talk and type will be key to meeting production goals.
• Solid math skills.

Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.