Our agents earn an hourly base pay of $18.00 along with lucrative commission and incentives for a target hourly earnings of $27.08/hour or $53,623 annually. Top performers can earn $77,300, plus incentives. You may also qualify for free internet, TV and phone services (restrictions do apply).
JOB SUMMARY
The Business Retention Representative maximizes customer and revenue retention via inbound and outbound telephone calls from and to commercial customers requesting Disconnect/Downgrade of service while attempting to retain and grow their business.
MAJOR DUTIES AND RESPONSIBILITIES
- Actively and consistently support all efforts to simplify and enhance the customer experience.
- Responsible for skillfully retaining customers through positive customer relationship building. This includes but is not limited to: diffusing the irate customer situation by utilizing strong listening skills and probing techniques and identifying reason(s) for disconnect and overcome objections.
- Responsible for creating developing long-term relationships with new and existing customers
- Develops customer centric solutions and deliver recommendations to right size their business on product benefits
- Work through business class customer complaints through understanding the complexity of business telecom needs and how to right size their business. Act as a consultant addressing business needs.
- Professionally communicate and handle all business class customers concerns with tact and empathy for a business owner perspective
- Save and re-sell the value of our products and services by properly aligning their features, benefits and price with the needs of our customers by effectively transitioning from the Save to upgrading the customer to additional products and services.
- Take ownership of customers’ concerns and act as a primary contact, providing appropriate contact information related to process.
- Act as intermediary between customer and appropriate departments to ensure customer satisfaction.
- Research, analyze and resolve billing inquiries.
- Educate commercial customers on the competitive advantages of Business products, services and support.
- Maintain knowledge of all marketing campaigns, competitive campaigns/pricing, save offers, and make appropriate use of campaigns/save offers in retaining customers.
- Identify and engage with company personnel to assist with retention efforts as warranted.
- Ask insightful questions regarding customer satisfaction and reason for cancellation.
- Update CSG, Sales force, CIT, and billing system with result of the save attempt. Enter all appropriate work orders, credits and adjustments, early termination fees, etc.
- Punctual and consistent attendance is required. Must be available for overtime or weekend hours, as needed.
- Perform other duties as requested.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
- Ability to read, write, speak and understand English
- Knowledge of Charter Business Internet, video, music, data, and telephone products and services
- Ability to demonstrate a record of success in your sales career to date
- Knowledge of Business Telecom complexities
Required Education
High school diploma or equivalent
Required Related Work Experience and Number of Years
B2B, Customer Service / Telephone sales experience - 3
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Proven sales level knowledge of complex services (Hosted Voice, Cloud Services) is preferred
Preferred Related Work Experience and Number of Years
- CSG billing software experience preferred
- B2B sales experience, preferably selling data, voice, cloud and/or video solutions
- Telecommunications or Premise Based Voice and Data product sales - 2
WORKING CONDITIONS
Office environment
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pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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