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Customer Retention and Recovery Specialist

March 7, 2026

Description The Retention and Recovery Advisor role is integral in implementing customer retention strategies aimed at increasing loyalty and recovering any funds owed to the company after protection plans are canceled. This position requires managing a high volume of calls, with an expected collection rate of 50% while providing exceptional service to Sears Members. Company Culture and Environment Our workplace promotes a fun and supportive atmosphere where team members feel like family. We value professionalism, courtesy, and a high level of customer satisfaction. Employees share a sense of camaraderie and work together towards common goals, making it an enjoyable environment. Career Growth and Development Opportunities We offer advancement and leadership training opportunities, allowing employees to grow within the organization and enhance their professional skills. Detailed Benefits and Perks • Paid orientation and training at $15/hr • Base pay of $15.00/hr plus commission • Comprehensive benefits package including medical, dental, vision, life insurance, and 401K • Six paid national holidays • Recognition programs for outstanding performance • Potential work-from-home opportunities after 90 days based on performance Compensation and Benefits • Competitive base pay and commission structure • Full package of medical, dental, and vision insurance • Paid training and orientation • 401K benefits with company matching • Recognition programs to celebrate employee achievements Why you should apply for this position today This is a fantastic opportunity to join a dynamic team where you can make a significant impact on customer satisfaction and retention. The role offers a chance to develop your skills in a supportive environment with opportunities for career advancement. Don’t miss the chance to be part of a rewarding workplace where your contributions are valued. Skills • Excellent verbal communication and listening skills • Experience in sales, customer service, retention, or collections • Strong problem-solving skills and ability to handle escalated customer issues • Proficient in using computers and multitasking • Ability to work independently and maintain self-discipline • Negotiation and persuasive skills • Flexible work schedule availability Responsibilities • Provide exceptional service to customers through inbound and outbound calls • Retain customers by explaining the benefits of protection products and addressing their needs • Collect outstanding balances due to the company from canceled contracts • Resolve customer disputes related to payments and outstanding balances • Maintain professionalism and courtesy in all interactions Qualifications • Enjoys working in a fast-paced call center environment • Experience in a similar role is preferred • Goal-oriented with a strong work ethic • Ability to demonstrate self-control in challenging situations • Excellent communication skills and a customer-centric approach Education Requirements • High School Diploma or equivalent Education Requirements Credential Category • High School Diploma Experience Requirements • Experience in sales, customer service, retention, or collections is preferred Why work in Longwood, FL Longwood offers a vibrant community with a family-friendly atmosphere, excellent schools, and plenty of recreational activities. The area is known for its beautiful parks, local dining, and proximity to larger metropolitan areas, providing a well-rounded lifestyle for both work and leisure. Apply tot his job

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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