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Spectrum Inside Sales Representative Retention

Billings, MT

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Business TitleResidential Retention RepPosting LocationUnited States - Montana - Billings Posting Job DescriptionSpectrum Inside Sales Representative – Retention maximize opportunities to retain existing customers from disconnecting while retaining and upselling core products i.e. video, data and phone. Execute retention strategy that strikes balance between saving customers and retaining revenue. 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 ‘resell’ and retain.Acquire and demonstrate thorough knowledge of competitors’ pricing, packaging, and products in an effort to discuss side by side comparisons of Spectrum’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 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 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 skillsAbility 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 effectively EDUCATIONHigh school diploma or equivalent Related Work ExperienceMinimum 2 years of call center experience in the areas of customer service and/or phone sales WORKING CONDITIONSOffice environmentVariable hours; may include weekends, holidays, and split days off Requisition #224189BRJob CodeCRT110 Residential Retention Rep Nonexempt Position TypeFull TimeArea of InterestCustomer Service, Other, Sales, TelecommunicationsBusiness UnitMarketing Location1860 Monad Rd FCC Unit13547Controlling Establishment ID01419 - Billings Monad Rd More on SpectrumThe Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.Work StateMontana Work CityMontana - BillingsCost Center49210660-OP Billings #1 Call Center-Residential Retention Posting Job TitleSpectrum Inside Sales Representative – RetentionZip Code59102

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Date posted 08/09/2018 Requisition Number: ******BR Location: United States - Montana - Billings Zip Code: 59102 Area of Interest: Customer Service, Other, Sales, Telecommunications Position Type: Full Time Spectrum Inside Sa...
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