Representative, Customer Retention
About The Position
We are looking for Customer Retention professionals in the Dallas metro area to join our team. The 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 Internet 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
- 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
Nice To Haves
- Previous contact center experience preferred
- Sales and/or retention experience preferred
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
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- 401k
- Paid holidays
- Paid volunteer time
- Professional development
- Employee discount programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
