Retention Specialist

JOB TITLE: Retention Specialist

• REPORTS TO: Head of Department, TDS Sales Cable & Wireline
• JOB SUMMARY: Deliver sales talks to describe products or services, in order to persuade
• potential customers to purchase a product or service or to make a donation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Handles outbound calls, emails, and chats within a specified time frame
• Provide enthusiastic, courteous, and exceptional service to enhance customer

satisfaction.

• Develop good product knowledge and use it to resolve issues.
• Effectively close sales
• Maintains performance standards of the company
• Maintain current product knowledge by using available resources post training
• Adhere to stated policies and procedures of the Company.
• Adhere to procedures relating to the proper use and care of equipment and

materials for which the role has responsibility.

EDUCATION AND EXPERIENCE

• 5 CXC passes including English A and Mathematics. Minimum 3 CXC including English A an Mathematics.
• A degree would be an asset
• 1 year experience in telemarketing or face-to-face sales experience or Hard Sales Experience.
• Aptitude for multitasking (working with multiple interfaces)

KEY COMPETENCIES

• Strong negotiation skills
• Strong articulation and persuasive skills
• Interpersonal skills
• Communication skills - verbal and written
• Listening skills
• Problem analysis and problem-solving

Client-Specific

• Attention to detail and accuracy
• Customer service and sales orientation
• Adaptability
• Initiative
• An independent learner
• Goal oriented
• Ability to bridge to a sale by offering a product or service that could help the

customer.

• Ability to handle rejection and upset customers with professionalism