Carrier Retention Representative

Vyve Broadband•, (Multiple States)

1d•Remote

About The Position

The Carrier Retention Representative uses retention strategies and tools to identify and resolve customer concerns that could lead to service disconnection. The role also supports outbound calling and email campaigns to increase Carrier & Wholesale revenue and reduce commercial churn, including identifying customers who should be on contract or whose contracts are expiring. The representative monitors and tracks customer accounts through the commercial disconnection process and provides customer care, account maintenance, and renewal support for Carrier & Wholesale customers. The role requires a professional, pleasant, and customer-focused approach, effective sales and retention techniques, and collaboration with coworkers, management, and other offices to meet system goals. The representative manages and develops customer relationships through Salesforce Sales Cloud and undertakes proactive team retention projects. Responsibilities may change as system needs develop.

Requirements

High school degree or equivalent required.
Ability to fulfill the listed job duties, skills, and responsibilities.
Ability to handle and communicate detailed, process-oriented tasks while minimizing errors.
Strong time-management skills.
Ability to work effectively in a busy, task-oriented environment and as part of a team working toward profit-center goals or quotas.
Strong sales and customer-service orientation, with a willingness to help others and proactively address customer concerns.
Excellent verbal and written communication and organizational skills.
Ability to stay organized, prioritize multiple tasks in a fast-paced environment, and follow through.
Attention to detail.
Urgency in resolving customer issues and closing sales.
Ability to understand, communicate, and educate customers about Vyve Broadband service features and benefits.
Ability to speak clearly and communicate effectively.
Must be able to sit and stand for prolonged periods during working hours.

Nice To Haves

College degree strongly preferred.
Office experience preferred.
Salesforce Sales Cloud experience is a plus.
Broadhub experience is a plus.
Experience carrying two or more monthly sales quotas is a plus.

Responsibilities

Identify customer pain points that prompt cancellation requests and attempt to retain customers by resolving those concerns.
Monitor and facilitate commercial service disconnections through a process designed to ensure they occur as scheduled.
Identify Business Solutions opportunities for customers who are not under contract or whose contracts are expiring.
Assist Carrier & Wholesale customers with account maintenance, renewals, and contract status reviews and updates.
Understand current marketing campaigns, products, and offers, and communicate them clearly to customers.
Communicate sales activities, reports, and results as requested by management.
Explain product and service information, feature functionality, billing procedures, and equipment usage to customers.
Monitor and manage customer requests as they move through the disconnection process.
Attempt to retain, renew, or increase revenue from customers seeking disconnection, downgrades, or service changes by assessing their needs in relation to Vyve Broadband products and services.
Communicate regularly with the management team.
Manage and develop customers through Salesforce Sales Cloud.
Undertake proactive team retention projects.
Follow company policies and standards and represent the company professionally in customer and workplace interactions.
Work with coworkers, management, and other company offices to meet or exceed system goals.