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Customer Retention Specialist

Customer Retention Specialist

ID 
2018-12111
Job Locations 
US-OR-Bend
Company 
BendBroadband

More information about this job

Overview

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.

 

SHIFT:

9am-6pm PST w/ rotating Saturday

Responsibilities

  • Answers escalated calls transferred, or routed to the to the call queue, for Retention, disconnect and downgrade call types.  Uses save techniques that involve negotiation & interpersonal communication skills, in order to prevent customer churn.  Is responsible for caring for all of the customer’s needs, including doing what it takes to resolve recurring issues, and reselling them on the benefits of having TDS Broadband service.
  • Makes outbound calls to customers that have called or emailed requesting disconnect of service.  Responsible for identifying the root cause for customer requests and works with the customer to resolve all issues and concerns, maintaining the Company’s existing customer-base.
  • Research complex issues to identify root cause and work with leadership so long term solutions to process and/or service failure points are continuously implemented.
  • Identify and share feedback on competitive activity and customer feedback within each market.
  • Work with other departments within the company to follow-up on issues, get information, and complete customer requests.
  • Identifies and reports to Leadership any emerging trends or gaps in training, communication, churn, competitive activity, etc.
  • Other projects as assigned by management team.

Qualifications

Required Qualifications

  • 6+ months in a sales role.
  • 1+ year experience using a PC with various software packages.
  • Must follow the TDS attendance guidelines to meet our customers’ needs.

Other Qualifications

  • Ability to meet or exceed goals.
  • Demonstrate strong customer service, sales, and closing skills in reselling the service to customers who are requesting to disconnect their service
  • Excellent interpersonal communication skills (i.e., verbal, written, listening).
  • Possess a strong sense of customer focus
  • Must possess strong decision making and problem solving skills
  • Ability to handle a high volume of phone calls in a structured, contact center environment
  • Experience working with escalated customer issues and problem resolution