Customer Retention Representative

As a Customer Retention Representative, you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative of the Cox brand. The Customer Retention Representative is part of a supportive, service-oriented team that:

• Responds to call center customer retention calls for all Cox residential services and product lines.

• Identifies and resolves customer issues.

• Exercises creative negotiation skills to motivate customers to continue using Cox services.

• Offers additional or upgraded services, while providing a quality customer experience.

• Lives the Cox Values, by demonstrating an approach towards people and work that is consistent with the overall values of the company.

Unleash your potential with Cox Communications as a Customer Retention Representative, where you’ll be enhancing the lives of our customers and your career.

Primary Responsibilities and Essential Functions

• Receive inbound retention calls from current customers, for sales and revenue generation, in a high-intensity call center environment.

• Utilize proactive persuasive/retention skills to turn requests for disconnection or downgrade into sales and save opportunities by identifying customer needs.

• Achieve monthly key performance metrics, call and order entry productivity standards, and call quality performance through utilization of persuasive skills, defined call flow structure, and adherence to provided schedule.

• Educate customers on active product features, service offerings, billing, charges, and product value.

• Understand and promote current marketing campaigns in order to sell to or save customers accurately and effectively.

• Increase revenue through up-selling and cross-selling video, HSI, wireless, and telephony services to existing customers.

• Research and review competitive pricing and service offerings in order to provide competitive price and product comparisons based on customer needs.

• Responsible for utilizing multiple customer databases to access, change or input account information for customers.

• Provide outstanding customer service, troubleshoot and resolve service and minor technical problems for customers by asking appropriate questions.

• Creatively negotiate pricing and bundling by making offers of credits and/or discounts according to Company guidelines.

• Complete installation, disconnect, transfer and seasonal downgrade orders and update customer accounts utilizing customer record database.

• Other duties as assigned.

Minimum 

• HS diploma, GED, or relevant work experience. 

• Effective communication skills.

• Excellent computer skills.

• Demonstrated ability to multi-task.

• Excellent interpersonal skills to work effectively with teams throughout organization. 

• Excellent ability to pursuade others through indirect influence.

• Demonstrated ability to seek out and seize opportunities and take initiative with little or no direction.

• Demonstrated ability to establish collaborative customer relationships in a fast-paced environment.

• Demonstrated capacity to thrive in a high-change, often ambiguous business environment.

• Eligibility to work in the United States. 

Preferred 

• Experience in telecommunications industry.

All your information will be kept confidential according to EEO guidelines.

APPLY AT: http://www.cox.com/aboutus/careers/search-jobs.cox (JOB CODE 142435)