Apply NowDate posted 10/10/2017Requisition Number: 205351BRLocation: United States - Minnesota - RochesterArea of Interest: Customer Service, Other, TelecommunicationsPosition Type: Full Time
Company Overview: Charter Communications is America’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and communications products. Charter is at the intersection of technology and entertainment, facilitating essential communications that connect 24 million residential and business customers in 41 states. Our commitment to serving customers and exceeding their expectations is the bedrock of Charter’s business strategy and it’s the philosophy that guides our 90,000 employees.
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.
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.
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 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.
REQUIRED QUALIFICATIONS 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 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
Education High School Diploma or Equivalent
Related Work Experience Number of Years Customer Service / Telephone sales experience 3+ CSG billing software experience preferred 1
Charter is committed to diversity, and values the ways in which we are different
More on Spectrum: 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, current unemployment status, or any other basis protected by federal, state or local laws. Charter Communications is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status.
Spectrum is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status.