Maximize opportunities to retain existing customers from disconnecting while retaining and upselling core products ie. video, data and phone.
MAJOR DUTIES AND RESPONSIBILITIES
Establish and maintain a high level of customer satisfaction, professionalism, and courtesy in all retention transactions.
Consistently meet or exceed weekly and monthly retention activity goals by utilizing sound telephone based customer save techniques.
Respond to inbound retention calls promptly and efficiently as outlined by the required call handling metrics to include productive time, schedule adherence, handle time, after call work, etc..
Answer questions pertaining to billing inquiries, pricing and packaging of products and service, and service complaints.
Ability to learn and master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function.
Have a full understanding of and consistently demonstrate proficiency at explaining all products and services to existing customers in an effort to ‘re-sell’ and retain.
Acquire and demonstrate thorough knowledge of competitors’ pricing, packaging, and products in an effort to discuss side by side comparisons of Charter’s and competitors’ products and services.
Work with other departments, as necessary, to resolve customer issues.
Perform other duties as requested by supervisor.
Skills/Abilities and Knowledge
Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to apply appropriate retention and sales techniques and demonstrate sustained achievement of stated retention goals
Strong working knowledge of cable communications products and services to include video (TV), data (internet) and voice (telephone)
Strong computer and consumer electronics skills
Ability to use personal computer and appropriate software applications to include billing system and other role-related tools
Excellent verbal and written communication skills
Ability to read, write, and speak the English language fluently in order to communicate with customers and colleagues in a clear, straight forward and professional manner
Ability to effectively handle irate customers while attempting to resolve stated issues
Ability to prioritize and organize effectively
High school diploma or equivalent