The Customer Retention Specialist is a cross-trained and multi-skilled agent capable of handling escalated Retention, Sales, and Customer Care & Service calls. The Customer Retention Specialist’s primary responsibility is to protect existing revenue by retaining customers that are calling to disconnect their service, or are at risk of leaving TDS, due to service failures, competitive offers and billing issues. The Customer Retention Specialist also acts proactively places outbound calls to retain customers and provides customer service via web chat.
The Customer Retention Specialist must continually demonstrate strong sales skills in the areas of negotiation, save techniques, and interpersonal communication & problem solving skills, which will maintain long term customer relations with the existing customer base while reducing churn and increasing revenue.
Customer Retention Specialists will research complex issues to identify root cause and work with their leadership so long term solutions to process and/or service failure points are continuously implemented. This person is instrumental in identifying, and sharing feedback on, competitive activity and customer feedback within each market.
11am-8pm CST w/ rotating Saturday