Representative, Customer Retention

Rise Broadband•Irving, TX

About The Position

We are looking for Customer Retention professionals in the Dallas metro area to join our team. The Representative, Customer Retention’s primary responsibility is to protect existing revenue by retaining customers that are calling to disconnect or downgrade their service due to service failures, competitive offers and billing issues. Retention Agents emphasize the benefits and value of Rise Broadband products and services that best fit the customer as well as collaborate with other departments to resolve the customer’s account and product issues if necessary. Demonstrating strong skills in the areas of sales, negotiation, save techniques, interpersonal communication and problem solving are key to the success of the department. Compensation for this role is hourly base pay plus commission on saves.

Requirements

Excellent PC proficiency and keyboarding skills
Previous contact center experience preferred
Sales and/or retention experience preferred
Ability to provide a high-level of accuracy with excellent attention to detail
Excellent interpersonal communication skills (i.e., verbal, written, listening)
Strong decision making and problem-solving skills
Experience working with escalated customer issues and problem resolution
Ability to handle difficult customers in a professional manner and build customer loyalty
Experience with Word, Excel and Windows
A dedicated and quiet workspace free from distractions
A desktop or laptop computer with Windows 10 or newer and a minimum 1GHz processor and 1GB of RAM (or higher). NOTE: We do not allow Chromebooks, Surface Pros, or iPads.
2 monitors for desktops and laptops
A camera/web camera
Reliable internet connection with minimum speeds of 5–10 Mbps upload and 15 Mbps download, with access to a hardwired (Ethernet) connection rather than Wi-Fi, based on the systems we use.
A mouse (if using a laptop) | Or a mouse & keyboard (if using a desktop)
Headphones or a headset (will be provided upon request)

Responsibilities

Retain customers by identifying reasons for request to disconnect or downgrade, resolving issues, and overcoming concerns
Promote, recommend, and sell the value of Rise Broadband products and services based on a logical relationship to the customer’s needs and interests
Demonstrate strong negotiation, selling and closing skills
Discuss product and feature benefits and pricing to meet the needs of the customer
Meet or exceed retention goals and other metrics for productivity, quality, and customer experience
Maintain up-to-date knowledge of the company’s current promotions, products, and technology
Document and track results of saving or reinstating customer accounts
Provide feedback to support staff and leadership on the success of the program and recommend opportunities for improvement

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