Spectrum Inbound Retention Rep in Walker, Michigan

JOB SUMMARYMaximize opportunities to retain existing customers from disconnecting while retaining and upselling core products ie. video, data and phone.MAJOR DUTIES AND RESPONSIBILITIESEstablish 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.REQUIRED QUALIFICATIONSSkills/Abilities and KnowledgeAbility 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 mannerAbility to apply appropriate retention and sales techniques and demonstrate sustained achievement of stated retention goalsStrong working knowledge of cable communications products and services to include video (TV), data (internet) and voice (telephone)Strong computer and consumer electronics skillsAbility to use personal computer and appropriate software applications to include billing system and other role-related toolsExcellent 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 mannerAbility to effectively handle irate customers while attempting to resolve stated issuesAbility to prioritize and organize effectivelyEducationHigh school diploma or equivalentRelated Work ExperienceMinimum 2 years of call center experience in the areas of customer service and/or phone salesWORKING CONDITIONSOffice environmentVariable hours; may include weekends, holidays, and split days off Employer's Job# 201529BRPlease visit job URL for more information about this opening and to view EOE statement.