Rep, Cust Svc-RetentionApply Now Date posted 06/30/2020 Requisition Number: 263715BR Location: United States - Hawaii - Mililani Area of Interest: Inside Sales Position Type: Full Time
The purpose of this position is to maximize opportunities to retain existing residential customers and prevent them from disconnecting services, while upselling core products (i.e., video, data and phone). ***Hourly rate of pay $20 per hour + commission.
MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)
Actively and consistently support all efforts to simplify and enhance the customer experience
Must have completed all training modules and maintained training standards for a period of 1 fiscal month.
Establishes and maintains a high level of customer satisfaction, professionalism, and courtesy in all retention transactions.
Consistently meets or exceeds weekly and monthly retention activity goals by utilizing sound telephone based customer save techniques.
Responds 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.
Answers questions pertaining to billing inquiries, pricing and packaging of products and services, and service complaints.
Able 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.
Fully understands and consistently demonstrates proficiency at explaining all products and services to existing customers in an effort to “re-sell” and retain them.
Acquires and demonstrates thorough knowledge of competitors’ pricing, packaging, products and services in an effort to discuss side by side comparisons of Charter’s and competitors’ products and services.
Works with other departments to resolve customer issues, as necessary.
Perform other duties as assigned.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English at a very high level
High School diploma or equivalent.
RELATED WORK EXPERIENCE Number of Years
Minimum 3-6 months of either office, clerical, or customer service experience.
Computer, telephone, ten-key, cash register, photocopier, scanner, shredder, typewrite, and cable equipment such as converter box and modem; may use postage machine.
Sitting for long periods of time.
Typing and reading on computer and data entry on ten-key.
May lift and carry converters (8 lbs.).
Communicating by either e-mail, over the telephone, and/or in-person with customers.
Extended use of telephone headset and ear piece.
The health and safety of our employees and candidates is very important to us. Spectrum has adopted virtual mobile recruiting tools that allow us to continue meeting new candidates. We look forward to “virtually” meeting you.
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are 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.
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