Customer Retention and Sales Representative I

Mediacom Communications Corporation • Chillicothe, IL

137d • $15 - $16

About The Position

The Customer Retention & Sales Representative I is responsible for developing and maintaining existing relationships with customers who are considering cancellation or downgrade of current Mediacom services. This involves identifying customer needs and offering appropriate solutions to retain their business.

Requirements

• High School Diploma or GED required.
• 2+ years customer service experience required, sales experience preferred.
• Customer-oriented mentality.
• Ability to successfully navigate multiple computer programs simultaneously.
• Proficiency in typing and electronic communication.
• Effective listening skills with high level of empathy.
• Effective verbal communication skills, including grammar and tone.
• Strong ability to ask relevant questions to identify customer needs/concerns.
• Ability to remain calm and confident while managing confrontation and rejection.
• Self-motivator - upbeat and with a high energy level.
• Strong work ethic; team-oriented attitude.

Responsibilities

• Turn reasonable requests for disconnection or downgrade into save opportunities or potential sales.
• Apply Retention Department’s mission statement to sell Mediacom’s service when possible.
• Actively listen to customer needs and offer the appropriate Retention promotion to prevent customer from disconnecting or downgrading.
• Use the Mediacom resources to sell against the competition and explain our competitive edge.
• Educate customers on Mediacom Mobile service and gain sales on inbound calls.
• Build customer loyalty by providing legendary customer service.
• Complete disconnect, transfer and seasonal downgrade orders and update customer accounts in customer record database.
• Educate customers in the use of installed products, service offerings, billing, charges, and product features.
• Resolve customer complaints and situations calmly and courteously.
• Troubleshoot and resolve service, pricing and technical problems for customers by asking questions.
• Meet retention goals set by Company/department.
• May assist in the training of new Representatives through on-the-job training program.
• Other duties as assigned.

Benefits

• Paid on the job training and opportunity to promote!
• Company Provided Equipment!
• Hybrid schedule with 3 weeks work from home and 1 week on-site after training.
• Health, vision, and dental insurance!
• Paid vacation, holidays and flex paid time off!
• 401K with generous company match!
• Monthly commission potential!
• Shift differential pay increase for evening shifts!
• Employee discounts on Mediacom services, where available.
• Education Enrichment up to $5,000 per year for qualified employees!
• Employee Wellness Program!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees