Customer Retention and Sales Representative I
5 days ago
Develop and maintain existing relationships with customers who are considering cancellation or downgrade of current services by identifying needs and offering solutions. Utilize strong communication skills to build customer loyalty and resolve issues in a timely and professional manner.
Key Responsibilities:
• Turn reasonable requests for disconnection or downgrade into save opportunities or potential sales.
• Apply retention strategies to sell services when possible.
• Actively listen to customer needs and offer the appropriate promotion to prevent disconnection or downgrade.
• Use company resources to sell against the competition and explain our competitive edge.
• Build customer loyalty by providing exceptional customer service.
• Complete disconnect, transfer, and seasonal downgrade orders and update customer accounts in the customer record database.
• Educate customers in the use of installed products, service offerings, billing, charges, and product features.
• Resolve customer complaints and situations calmly and courteously.
• Troubleshoot and resolve service, pricing, and technical problems for customers by asking questions.
• Meet retention goals set by the company/department.
• May assist in the training of new representatives through on-the-job training programs.
Requirements:
• High school diploma or equivalent required.
• 2+ years of customer service experience required, sales experience preferred.
• Customer-oriented mentality.
• Ability to operate a computer.
• Effective listening skills with a high level of empathy.
• Effective verbal communication skills, including grammar and tone.
• Strong ability to ask relevant questions to identify customer needs/concerns.
• Ability to remain calm and confident while managing confrontation and rejection.
• Self-motivator - upbeat and with a high energy level.
• Strong work ethic; team-oriented attitude.
Benefits:
• Paid on-the-job training and opportunity to promote.
• Company-provided equipment.
• Hybrid schedule with 3 weeks of work from home and 1 week of on-site work in the office after successful completion of training.
• Health, vision, and dental insurance.
• Paid vacation, holidays, and flexible paid time off.
• 401(k) with a generous company match.
• Monthly commission potential.
• Shift differential pay increase for evening shifts.
• Employee discounts on Mediacom services, where available, or reimbursement of internet/cable services in areas where Mediacom services are not available.
• Education enrichment up to $5,000 per year for qualified employees.
• Employee wellness program.
Company Overview:
Mediacom Communications is a leading provider of high-speed internet, TV, and phone services to over 1.55 million customers in 22 states. We are committed to providing exceptional customer service and building long-term relationships with our customers.
Awards and Recognition:
Mediacom has received numerous awards and recognitions for its commitment to diversity, equity, and inclusion, including the 2023 Best Managed Companies award and the 2021 Social Impact Award from Content & Connectivity Human Resources (C2HR).
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