Call Center Retention

CALL CENTER RETENTION -  SPectrum
JOB SUMMARY
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
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.
Consistently meet or exceed weekly and monthly retention activity goals by utilizing sound telephone based customer save techniques.
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.
Acquire and demonstrate thorough knowledge of competitors’ pricing, packaging, and products in an effort to discuss side by side comparisons of Charter’s and competitors’ products and services.

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to work variable hours; may include weekends, holidays, and split days off

Required Education
High school diploma or equivalent

Benefits
Medical, Dental, Vision, 401K.
Free/Discounted Internet, Cable, & Phone

Pay
$18.01/hr plus commission. Target earning $52,018 annually 
 
Apply using direct link: https://bit.ly/RiverviewRetOutreach
Career page: https://jobs.spectrum.com/
 
Work location
Riverview Office