Customer Relations Agent 1

Armstrong Group•Butler, PA

8d•Onsite

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

Experience handling calls in a call center environment.

Responsibilities

Handling incoming calls from customers interested in downgrading or disconnecting services.
Problem-solving to retain and delight customers using retention tools and campaigns.
Selling and retaining products and services, including Video, Internet, and Telephone.
Communicating effectively over the telephone and via e-mail.
Utilizing a consultative call flow, listening patiently, and asking appropriate probing questions.
Communicating issues and feedback to appropriate individuals for continuous improvement.
Identifying and overcoming objections to retain customers and reenergize loyalty and satisfaction.
Meeting established department/team/individual goals and scorecard requirements for retention Key Performance Indicators (KPIs).
Promoting Armstrong’s home entertainment services and acting as an Armstrong Ambassador.
Providing a quality Armstrong Experience on every customer contact.
Accurately entering order information into an ICOMS billing system, including updating customer accounts and contact information.
Protecting all private customer information.
Collaborating, being flexible, and acting as a team player.
Placing outbound calls as needed and with special projects.
Performing other related tasks as assigned.