Specialist, Retention

Cogeco•Rochester, MD

1d•Onsite

About The Position

Breezeline’s retention team is focused on going above and beyond during each customer interaction, to provide a memorable experience and to surpass customer expectations. The retention team is responsible for engaging and retaining customers requesting to voluntarily disconnect or downgrade services through inbound and outbound efforts by reselling the value of Breezeline products and services.

Requirements

High school diploma or general education degree (GED)
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Knowledge of Database software; Internet software and Word Processing software.

Nice To Haves

Experience in Customer Billing Relations Management (CRM) preferred.

Responsibilities

Retain voluntary disconnects through: Customer engagement and going through the discovery process to understand how the current level of services are working for the customer and identify PAIN points where the service might not be meeting current and future needs.
Product positioning, reselling a new solution to fit the customers’ current and future needs.
Promote advance technology and services that enhance the customer experience; More speed, TiVo, Managed WiFi
Handle customer escalations in an attempt to resolve and retain customer relationships.
Proactive retention Inbound and Outbound outreach to existing customers in old legacy offers to convert into a new offer with advanced products to enhance the customer experience.
Reselling a new solution to stay competitive and ensure customers are getting the best experience using our products and service.
Exchange old outdated equipment for new equipment.
Stay up to date and utilize tools provided to understand competitive offers in each market place and help customers compare and to be able to speak to the advantages, value and benefits that Breezeline provides.
Adopt one call resolution; provide solutions and complete follow-up to resolve problems.
Communication skills; active listening skills and the ability to communicate in a professional and positive manner.
Attention to detail; adopts detailed procedures and policies to ensure accuracy when placing orders and communicating advice to customers.
Enthusiastic about promoting current products and services.
Other duties may be assigned