Call Center Sales Retention Representative

1 month ago

Austin, United States Spectrum Full time

Good at finding solutions? Calm under pressure? You might be the perfect fit to help our customers As a Call Center Sales - Retention Representative, you’ll serve as their own personal Spectrum expert, guiding them through concerns while keeping them connected. Our comprehensive paid training will give you all the tools you need to succeed.


New Classes are starting soon


Job Summary

Maximize opportunities to retain existing customers from disconnecting while retaining and upselling core products i.e. video, data and phone. Execute retention strategy that strikes balance between saving customers and retaining revenue.


Major Duties And Responsibilities

  • Actively and consistently support all efforts to simplify and enhance the customer experience.
  • Establish and maintain a high level of customer satisfaction, professionalism, and courtesy in all retention transactions.
  • Consistently meet or exceed weekly and monthly retention activity goals by utilizing sound telephone based customer save techniques.
  • Respond to inbound retention calls promptly and efficiently as outlined by the required call handling metrics to include productive time, schedule adherence, handle time, after call work, etc.
  • Answer questions pertaining to billing inquiries, pricing and packaging of products and service, and service complaints.
  • Ability to learn and master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function.
  • Have a full understanding of and consistently demonstrate proficiency at explaining all products and services to existing customers in an effort to re-sell and retain.
  • Acquire and demonstrate thorough knowledge of competitors’ pricing, packaging, and products in an effort to discuss side by side comparisons of Charter’s and competitors’ products and services.


Required Skills/Abilities and Knowledge

  • Ability to read, write, speak and understand English
  • Ability to work variable hours; may include weekends, holidays, and split days off


Required Education

High school diploma or equivalent


Required Related Work Experience And Number Of Years

Call center experience in the areas of customer service and/or phone sales, or equivalent experience - 2+

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