Retention Specialist - $18.00/hour + monthly commission

Who We Are:

SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connect) 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 Connect

SiriusXM Connect (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:

In this role, you will handle incoming customer calls to enroll, renew, reactivate, or cancel SiriusXM Connect customer subscription packages. The main objective in this role is to retain, sign up, or downgrade/upgrade SiriusXM Connect subscription services.

What you’ll do:

• Answer incoming sales and retention calls, following the sales strategy and guidelines set forth by SiriusXM Connect leadership.
• Utilize sales skills like overcoming objections, asking probing questions, providing benefit statements, assuming the sale, and building rapport to obtain sales and retain customer business.
• Approach service and sales with integrity, compassion, and perseverance.
• Connect and build 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 go above and beyond to resolve any issues.
• Utilize systems and various tools available to stay abreast of changes and new information and to assist customers by appropriately recommending products, services, and promotions.
• Consistently achieve performance targets and metrics such as Sales, Retention, Call Quality, Schedule Adherence, Schedule Conformance, Attendance, and Average Handle Time.
• 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 of relevant sales experience in a metric-based/goal-oriented environment.
• 1-2 years of experience in a contact center environment strongly preferred.
• High school diploma or GED.
• Ability to utilize sales skills by asking probing questions, overcoming objections, offering rebuttals, creating benefit statements, and assuming the sale to retain customer business and generate new customer sales.
• Ability to achieve required sales, retention, productivity and attendance targets.
• Interpersonal skills and the 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.
• Fluency in English with excellent written and verbal communication skills.
• 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 a flexible schedule as business needs dictate.
• Must have legal right to work in the U.S.

• No daily commute and gasoline expense.
• Monthly $50 internet service reimbursement.
• Multiple medical insurance coverage options effective on your first day of employment.
• Dental and vision insurance coverage.
• Pet insurance.
• Identity Protection insurance.
• Paid Time Off program.
• Health Advocacy program.
• Wellness and Mental Health Services.
• Free SiriusXM and Pandora Subscription and SiriusXM radio device discounts.
• Discount programs for auto, computer hardware, entertainment venues, hotels, loan programs, AT&T, Microsoft products, LG appliances and more!

At SiriusXM, we carefully consider a wide range of factors when determining compensation. The starting rate for this position will be $18/hour + monthly performance-based commission. Additionally, this role might be eligible for discretionary short-term and long-term incentives. We encourage all interested candidates to apply.

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.