Client Solutions Retention Representative (Cox Business)

Cox Enterprises • Wichita, KS

2d • Hybrid

About The Position

At Cox Business, we help companies adopt new technologies that deliver mobility, scalability and growth. Our solutions include internet and networking solutions, as well as next-gen cloud and connected technologies. We are seeking a Client Solutions Retention Representative who loves connecting with people and making an impact. This role offers the chance to build relationships, create lasting solutions, and help businesses succeed, all while driving revenue and advancing your career. You will be responsible for keeping small-to-medium business customers happy, loyal, and thriving, with a mission to reduce controllable churn by solving problems, offering tailored incentives, and uncovering upsell opportunities that truly meet customers’ needs, while also assisting with billing related inquiries.

Requirements

• High School Diploma/GED and 3 years’ experience in a related field.
• Any level degree/certification beyond a HS diploma/GED and up to 1 year of experience; or in lieu of a degree 5 years’ experience in a related field.
• Proficiency with computers and common business software.

Nice To Haves

• An associate degree or technical certification in a related discipline.
• B2B sales experience with a proven track record of meeting quotas.
• Background in revenue generation or customer retention roles.
• Experience in the communications industry or with a major communications equipment vendor.

Responsibilities

• Answering customer disconnect calls and resolving issues, saving the day with creative solutions and attractive offers.
• Answering customer billing calls creating a best-in-class experience while assisting with billing related needs.
• Driving additional revenue with a focus on customer needs and exploring upsell opportunities.
• Making outbound calls to inform customers about referral programs, new products, enhanced packages or simply to renew, save or upgrade their services.
• Reaching out to customers nearing contract expiration (3-6 months out) to secure renewals and identify opportunities to upsell.
• Negotiating pricing, products, promotions and terms with clients while performing calculations for fees, time periods, pro-rations and competitive comparisons.
• Troubleshooting and resolving service, pricing or technical issues, ensuring customers feel heard and supported.
• Working with sales support to find the best solutions and resolve installation or service challenges.
• Educating customers on how to maximize their Cox Business products and services, including features, billing and charges.
• Managing sales orders with the sales support team and provide valuable customer insights to the marketing team to help shape future strategies.

Benefits

• A competitive salary and top-notch bonus/incentive plans.
• A pro-sales culture that honors what salespeople contribute to our success.
• Exceptional work-life balance, flexible time-off policies and accommodating work schedules.
• A true team environment, with 3 days of real-life collaboration in the office.
• Comprehensive healthcare benefits, with multiple options for individuals and families.
• Generous 401(k) retirement plans with company match.
• Inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance.
• Professional development and continuing education opportunities.
• Access to financial wellness/planning resources.
• Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year.
• Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
• Health care insurance (medical, dental, vision)
• Retirement planning (401(k))
• Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees