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Customer Retention Representative
4 weeks ago
Opportunity Summary
As a Residential Retention Representative at SPECTRUM, you will play a critical role in maximizing opportunities to retain existing customers from disconnecting while retaining and upselling core products. You will execute a retention strategy that strikes a balance between saving customers and retaining revenue.
Key Responsibilities
- Actively 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.
- Answer questions pertaining to billing inquiries, pricing, and packaging of products and services, 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 SPECTRUM and competitors' products and services.
- Perform other duties as requested by supervisor.
Requirements
- Ability to read, write, speak, and understand English.
- Demonstrated working knowledge of cable communications products and services to include video (TV), data (internet), and voice (telephone).
- Ability to work variable hours; may include weekends, holidays, and split days off.
Preferred Qualifications
Call center experience in the areas of customer service and/or phone sales, or equivalent experience - 2+
Working Conditions
Office environment
