Call Center Sales Retention Rep (Bilingual Spanish)

$37,440 - $52,000/Yr

Spectrum - Harlingen, TX

Full-time - Entry Level

Harlingen, TX

10,001+ employees

Telecommunications

About the position

The Call Center Sales Retention Representative is responsible for maximizing opportunities to retain existing customers and upselling core products such as video, data, and phone services. This role involves executing retention strategies that balance customer satisfaction with revenue retention, while consistently meeting performance goals in a fast-paced call center environment.

Responsibilities

• Support efforts to simplify and enhance the customer experience.
• Establish and maintain high levels of customer satisfaction and professionalism in retention transactions.
• Meet or exceed weekly and monthly retention activity goals using effective customer save techniques.
• Respond promptly and efficiently to inbound retention calls, adhering to call handling metrics.
• Answer questions related to billing inquiries, pricing, and service complaints.
• Learn and master order processing within the billing system for retained accounts and new sales orders.
• Explain all products and services to existing customers to re-sell and retain them.
• Demonstrate knowledge of competitors' pricing and products for effective comparisons.
• Perform other duties as requested by the supervisor.

Requirements

• Ability to read, write, speak, and understand English.
• Demonstrated knowledge of cable communications products and services including video, data, and voice.
• Ability to work variable hours, including weekends and holidays.
• Bilingual in Spanish is required.
• High school diploma or equivalent.

Nice-to-haves

• 2+ years of call center experience in customer service and/or phone sales.

Benefits

• Opportunities for advancement
• Potential for free internet, TV, and phone services
• Lucrative commission and incentives for top performers