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Spectrum Inside Sales Representative – Retention

Date posted 06/20/2018 Requisition Number: 220335BR Location: United States - Michigan - Walker Area of Interest: Customer Service, Other, Sales, Telecommunications Position Type: Full Time

Spectrum Retention Representative maximize opportunities to retain existing customers from disconnecting while retaining and upselling core products ie. video, data and phone.


  • 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 to include productive time, schedule adherence, handle time, after call work, etc.
  • Answer questions pertaining to billing inquiries, pricing and packaging of products and service, 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 Charter’s and competitors’ products and services.
  • Work with other departments, as necessary, to resolve customer issues.
  • Perform other duties as requested by supervisor.

Skills/Abilities and Knowledge
  • Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
  • Ability to apply appropriate retention and sales techniques and demonstrate sustained achievement of stated retention goals
  • Strong working knowledge of cable communications products and services to include video (TV), data (internet) and voice (telephone)
  • Strong computer and consumer electronics skills
  • Ability to use personal computer and appropriate software applications to include billing system and other role-related tools
  • Excellent verbal and written communication skills
  • Ability to read, write, and speak the English language fluently in order to communicate with customers and colleagues in a clear, straight forward and professional manner
  • Ability to effectively handle irate customers while attempting to resolve stated issues
  • Ability to prioritize and organize effectively

High school diploma or equivalent

Minimum 2 years of call center experience in the areas of customer service and/or phone sales

Office environment
Variable hours; may include weekends, holidays, and split days off


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: 13537 Business Unit: Marketing Apply Later

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