Call Center Sales Business Retention Rep (Sardis Rd)
Charlotte, North Carolina
Overview
Local companies are counting on us to stay connected. And you can be the one to make sure that they do. Call Center Sales – SMB Retention Representatives are experts on all things Spectrum. From our call centers, you’ll help resolve concerns from our business customers. It’s a tall order, but with our comprehensive training, we know you can do it. And when you do, major possibilities are waiting for you in our company.
Success Profile
What makes a successful Spectrum Call Center Sales – SMB Retention Representative? Check out the top traits we’re looking for and see if you have the right mix.
- Analytical
- Good listener
- Persuasive
- Goal-oriented
- Competitive
- Trustworthy
Our Call Center Sales – SMB Retention Representatives are focused on customer relationship building and product knowledge for small and midsized businesses (SMB) in the communications and entertainment space. These Sales professionals are goal-orientated, motivated to succeed, and focused on the customer experience. Get the inside story on what it’s like to be a part of the Spectrum Call Center Sales – SMB Retention team.
The Day to Day
As a Call Center Sales – SMB Retention Representative, you’ll find solutions to maintain and grow existing relationships with our business customers who request to downgrade or disconnect their Spectrum services. We want our customers to get the best value for their investment in us, and as a Call Center Sales – SMB Retention Representative, you can help them do just that.
Upbeat Environment
From the comfort of our modern call centers, you’ll work in a dynamic, diverse and inclusive team environment while fielding customer inquiries. You’ll be trained to effectively promote Spectrum’s wide variety of products and services in a competitive, pay-for-performance culture with uncapped commissions.
A Deliberate Path to Success
With plenty of dedicated peer and mentor support, our fully paid training programs shape new Call Center Sales – SMB Retention Representatives into quick-thinking call center sales professionals. As a part of our Inside Sales team, the earning potential is limitless, and with commission bonuses awarded for qualifying sales, you can boost your income to six figures here.
Don’t have Sales experience? Our team will work with you in the classroom and on the go to get you comfortable in your new role. If you have experience, we will help you fine-tune your skills so you that you can succeed.
Earn More, Faster
Our total compensation package creates opportunities for significant earnings. Enjoy bonus income while you are in training and learn how to maximize your commission potential.
Comprehensive Training
Designed to provide the support and skills you will need for success, our immersive training program combines classroom, virtual and observational learning with hands-on experience. We help you achieve comfort and mastery in your new role by teaching the sales, soft skills, resources and tools needed to succeed.
Build Your Career
If you’re looking for a company that promotes from within, Spectrum is the company for you. Establish yourself as a successful Inside Sales Representative within a great company that offers the best in entertainment and communications connectivity. With over 95,000 employees throughout the country, and career mobility in fields ranging from sales and marketing to product management and technology, your opportunities are limitless!
Rewards
Responsibilities
Our agents earn an hourly base pay of $18.00 along with lucrative commission and incentives for a target hourly earnings of $27.08/hour or $53,623 annually. Top performers can earn $77,300, plus incentives. You may also qualify for free internet, TV and phone services (restrictions do apply).
JOB SUMMARY
The Business Retention Representative maximizes 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
Required Skills/Abilities and Knowledge
- Ability to read, write, speak and understand English
- Knowledge of Charter Business Internet, video, music, data, and telephone products and services
- Ability to demonstrate a record of success in your sales career to date
- Knowledge of Business Telecom complexities
Required Education
High school diploma or equivalent
Required Related Work Experience and Number of Years
B2B, Customer Service / Telephone sales experience - 3
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Proven sales level knowledge of complex services (Hosted Voice, Cloud Services) is preferred
Preferred Related Work Experience and Number of Years
- CSG billing software experience preferred
- B2B sales experience, preferably selling data, voice, cloud and/or video solutions
- Telecommunications or Premise Based Voice and Data product sales - 2
WORKING CONDITIONS
Office environment
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Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 100,000 individuals working together to serve nearly 32 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more.
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