Small Medium Business Inbound Retention Rep

Jan 19 2019
Spectrum |Honolulu|Full Time
Job Description

Looking for a Full-time SMB Inbound Retention Rep. Located in Honolulu (Topa).

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.

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.

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 name and telephone extension to help build confidence. Act as intermediary between customer and appropriate departments to ensure customer satisfaction.

Research, analyze and resolve billing inquiries.

Education commercial customers on the competitive advantages of Spectrum 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 Field Personnel to assist with retention efforts as warranted.

Review commercial customer contracts and calculate early termination fees.

Conduct surveys 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.
Regular attendance is required.

Skills/Abilities and Knowledge
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 judgement 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.

High school diploma or equivalent.

Customer Service / Telephone sales experience. 3+
AS400 billing software experience preferred. 1
Stable employment history.

Office work environment.

Hours: Monday - Friday, 8am - 5pm. Additional coverage as needed.


If interested, please visit our website to apply: - Req# 201711BR 

Spectrum is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Curren​t Unemployment Status.