Sales and Account Retention Representative (Bilingual Spanish)

Charter Communications•Harlingen, TX

3d•Onsite

About The Position

Join Spectrum as a bilingual Spanish Sales and Account Retention Representative. The role focuses on retaining valued customers, resolving customer concerns, and upselling Spectrum services to improve customer satisfaction, revenue, and customer loyalty. Pay starts at $18 per hour, with incentives that may bring top performers to an annual salary of over $70,000. Employees can also receive free and discounted Spectrum internet, TV, and mobile services. The position is based in an office environment and involves customer interactions by phone and other communications. Representatives address billing, product, and service concerns; process orders in the billing system; explain Spectrum products and services; and work toward customer solutions and sales goals. Work hours may vary and may include weekends and holidays.

Requirements

High school diploma or equivalent.
Ability to read, write, speak, and understand English and Spanish.
Working knowledge of cable communications products and services, including video (TV), data (internet), and voice (telephone).
Ability to work variable hours, which may include weekends, holidays, and split days off.
Ability to communicate clearly and professionally with employees, customers, and suppliers in person, by phone, and in writing.
Ability to apply customer solutions and sales techniques and sustain achievement of stated customer solutions goals.
Effective computer and consumer electronics skills.
Ability to use a personal computer and relevant software applications, including a billing system.
Verbal and written communication skills.
Ability to handle irate customers and resolve issues.
Ability to prioritize and organize effectively.

Nice To Haves

At least 2 years of call center experience in customer service or phone sales, or equivalent experience.

Responsibilities

Engage with customers to resolve billing inquiries, product questions, and service complaints.
Use telephone-based techniques to retain customers and upsell Spectrum video, data, and phone products.
Maintain professionalism and courtesy in customer interactions.
Meet or exceed activity goals by following call-handling metrics, including productive time and handle time.
Process orders in the billing system for retained accounts and new sales.
Explain Spectrum products and services and compare them effectively with competitors.
Support efforts to enhance the customer experience through each transaction.