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)