HSI Hires

Retention Specialist

COMPANY SUMMARY:

Holiday Systems International (HSI) is a technology company, a travel aggregator and a private client service company providing a wide variety of exclusive benefits to a niche market of select international clientele. Founded in 1993, HSI is a fast-paced rapidly growing industry leader.

JOB SUMMARY:

The Customer Care Retention Specialist will be responsible for collecting outstanding membership dues, receiving, initiating and handling phone transactions; documenting and/or escalating issues to ensure member’s concerns are addressed promptly and appropriately. Duties include educating the member on the product and service features to assure member satisfaction, member retention, anti-rescission, contract compliance and membership utilization by providing knowledgeable and professional service.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

  • Make outbound calls to Members to welcome them to HSI
  • Verify all information in Member’s account is accurate
  • Ensure Member has a thorough understanding of HSI member benefits and services
  • Assist members with website assistance and various general questions
  • Make outbound calls to Members whose annual membership dues are delinquent
  • Verify all information in Member’s account is accurate
  • Ensure Member has a thorough understanding of HSI benefits and services and what they will lose if they do not continue their membership
  • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
  • Servicing with strict adherence to call goals, scripts and immediate escalation of issues to upper management.
  • Any other duties as directed by management

QUALIFICATIONS/EXPERIENCE:

  • High school diploma or equivalent
  • One-three years service experience in a call center or customer service environment
  • Ability to multi-task
  • Ability to take direction
  • Demonstrative strong service and consultative skills
  • Strong PC skills in Microsoft Office (Word Excel, Outlook)
  • Effective verbal, interpersonal and listening skills
  • Ability to develop effective relationships and partnerships
  • Prior experience in the Travel or Hospitality industry a plus
  • Proven ability to be comfortable with asking questions and explaining HSI Member Benefits
  • Collections experienced preferred
  • Bilingual preferred.
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