Customer Relations Agent

Armstrong Group • Butler, PA

1d

About The Position

The Customer Relations Agent is important to the success of the entire company. These agents will be part of a team ranging from 9 to 11 who together handle 138k incoming calls a year and save 95% of customers considering disconnection. This role is responsible for handling incoming calls from customers interested in downgrading or disconnecting Zoom Internet supercharged by Plume Wi-Fi, HDTV powered by TiVo, and Talk telephone services, along with a portfolio of ancillary home entertainment products and services (e.g. HBO). This role is first and foremost, a problem solver, who then uses Customer Stars, special retention campaigns, and a retention decision tree to retain and delight customers. Customer Relations Agents are eligible for position advancement based on tenure and performance (i.e. RET-1, RET-2, RET-3).

Requirements

• Sales or retention experience or sales/retention acumen.
• Strong communication skills.
• Customer service experience.
• PC and data entry proficiency.
• Must be very organized.
• Positive attitude and capable of understanding the Power of Change.
• Understands and appreciates the value of a variable pay compensation plan based on target attainment.

Nice To Haves

• Prefer candidates with experience handling calls in a call center environment. Will train the right person though.

Responsibilities

• Capable of selling and retaining products and services, including Video, Internet, and Telephone.
• Effective communicator over the telephone and via e-mail.
• Understands the importance of a consultative call flow, which requires patient listening and the asking appropriate probing questions to determine customer needs.
• Communicates issues and feedback to the appropriate individuals as it relates to our products and customers to ensure continuous improvement (i.e. kaizen).
• Effectively describes features and benefits and capable of identifying and overcoming objections, as working to retain customers and reenergizing customer loyalty and satisfaction.
• Meet established department/team/individual goals and scorecard requirements for retention Key Performance Indicators (KPIs), including Primary Service Units (PSUs) saved, Revenue Retained, Average Handle Time (AHT), and the like.
• Believes in and promotes Armstrong’s robust home entertainment services to customers, friends, families, and neighbors. Enjoys being an Armstrong Ambassador.
• Provide a quality Armstrong Experience on every customer contact by resolving customer issues and needs, while introducing/promoting Armstrong services in a positive manner.
• Accurately enters order information into an ICOMS billing system, including updating of customer accounts, telephone, and contact information. Protects all private customer information.
• Must be collaborative, flexible, and a team player.
• Will place outbound calls, as needed and with special projects.
• Other related tasks as assigned.

Benefits

• Competitive pay with annual increases
• Benefit eligibility on your first day with low employee premiums that are far better than the industry average
• Free Company services such as Internet, video, and telephone. What’s even better is you can enjoy discounted services from our affiliate companies!
• You’ll have access to a number of career developmental resources to grow personally and professionally
• Generous paid time off and holidays
• The chance to be part of a Top 10 company and high-energy employee culture

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed