Call Center Sales Retention Rep

$37,440 - $52,000/Yr

Spectrum - Overland Park, KS

Full-time - Entry Level

Overland Park, KS

10,001+ employees

Telecommunications

About the position

The Residential Retention Representative is responsible for maximizing opportunities to retain existing customers while upselling core products such as video, data, and phone services. This role involves executing retention strategies that balance customer satisfaction with revenue retention, ensuring a high level of professionalism and courtesy in all interactions.

Responsibilities

• Support efforts to simplify and enhance the customer experience.
• Establish and maintain high customer satisfaction in retention transactions.
• Meet or exceed weekly and monthly retention activity goals using effective customer save techniques.
• Respond promptly to inbound retention calls as per 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.
• Acquire 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.
• 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.