Business Retention Rep

Spectrum Charlotte, NC
Hours: Monday - Friday 11am-8pm

Pay: $15.50/hr plus monthly commission

JOB SUMMARY

Maximize customer and revenue retention via inbound and outbound telephone calls from and to commercial customers requesting Disconnect/Downgrade of service while attempting to retain and grow their business.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience

Responsible for skillfully retaining customers through positive customer relationship building. This includes but is not limited to: diffusing the irate customer situation by utilizing strong listening skills and probing techniques and identifying reason(s) for disconnect and overcome objections.

Responsible for creating developing long-term relationships with new and existing customers

Develops customer centric solutions and deliver recommendations to right size their business on product benefits

Work through business class customer complaints through understanding the complexity of business telecom needs and how to right size their business. Act as a consultant addressing business needs.

Professionally communicate and handle all business class customers concerns with tact and empathy for a business owner perspective

Save and re-sell the value of our products and services by properly aligning their features, benefits and price with the needs of our customers by effectively transitioning from the Save to upgrading the customer to additional products and services.

Take ownership of customers' concerns and act as a primary contact, providing appropriate contact information related to process.

Act as intermediary between customer and appropriate departments to ensure customer satisfaction.

Research, analyze and resolve billing inquiries.

Educate commercial customers on the competitive advantages of Business products, services and support.

Maintain knowledge of all marketing campaigns, competitive campaigns/pricing, save offers, and make appropriate use of campaigns/save offers in retaining customers.

Identify and engage with company personnel to assist with retention efforts as warranted.

Ask insightful questions regarding customer satisfaction and reason for cancellation.

Update CSG, Sales force, CIT, and billing system with result of the save attempt. Enter all appropriate work orders, credits and adjustments, early termination fees, etc.

Punctual and consistent attendance is required. Must be available for overtime or weekend hours, as needed.

Perform other duties as requested.

REQUIRED QUALIFICATIONS

Skills / Abilities and Knowledge

B2B sales experience, preferably selling data, voice, cloud and/or video solutions with ideally two years of Telecommunications or Premise Based Voice and Data product sales

Ability to empathize with the customer

Problem solver with effective persuasion skills

Ability to effectively trouble-shoot technical problems

Ability to work independently; highly motivated and detail-oriented

Ability to show judgment and initiative

Ability to communicate in a clear, professional manner

Knowledge of Charter Business Internet, video, music, data, and telephone products and services

Ability to use computer and software applications (i.e. CSG, Sales force, survey software)

Ability to overcome objections

Clearly understand and communicate the company's value proposition at multiple levels within these organizations

Ability to demonstrate a record of success in your sales career to date

Knowledge of Business Telecom complexities

Education

High school diploma or equivalent

Related Work Experience Number of Years 3

B2B, Customer Service / Telephone sales experience

CSG billing software experience preferred

Strong sales level knowledge of complex services (Hosted Voice, Cloud Services) is preferred

WORKING CONDITIONS

Office work environment

The Spectrum brand is powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

Charter Communications will consider for employment qualified applicants with criminal histories in a manner consistent with applicable laws, including local ordinances.

FCC Unit: 13533 Business Unit: Marketing