Retention & Financial Services Manager (Remote - SC and GA ) bei Truvista

If you are looking to join a small but RAPIDLY growing Company that is on the cutting edge of new technology, Truvista may be for you!  At Truvista we are rapidly expanding our fiber network across both South Carolina and Georgia to provide customers with internet speeds up to 5 Gigabits per second.  In addition to high-speed fiber internet, we offer TV, phone, security and wireless services.   Come grow with us!  

General Summary:

The Retention and Financial Services Manager is responsible for effectively leading and managing a team of (7) Retention and Financial Services representatives.  This role focuses on analyzing financial billing and disconnect data, developing and implementing strategies to retain customers, and managing client relationships to increase loyalty and revenue.  He/she also is responsible for team member recruiting, training and coaching for success, and compiling various productivity reports for management. 

   Essential Job Functions:

The essential job functions include, but are not limited to the following:

• Lead and manage a team of Retention and Financial Services representatives to required performance levels 
• Analyze customer churn data and implement targeted save strategies  
• Save service units and revenue and meet/exceed assigned Retention objectives 
• Train, coach, and motivate team members to attain required performance 
• Deliver necessary product and services training to team members 
• Provide team members with Truvista business process and procedure updates 
• Teach team members how to review existing customer accounts and assess customer needs to save and upgrade customer relationships, service units and revenue 
• Monitor and ensure orders, adjustments and payment agreements are being entered properly by team members 
• Hold recurring one-on-one meetings centered around high-level customer service and performance 
• Recruit new team members and maintain appropriate staffing levels 
• Analyze performance statistics to determine staffing levels required to meet call volume 
• Prepare necessary work schedules to maintain adequate staffing for predicted call volume 
• Compile and maintain productivity reports as requested by management 
• Regularly monitor customer calls to ensure quality of customer service 
• Help team members resolve difficult customer issues in a timely manner 
• Take ownership of customer complaints and engage other departments as necessary  
• Prepare and deliver Performance Reviews 
• Perform all other related duties as assigned by management 

Knowledge, Skills, and Abilities:

To perform successfully, the Retention and Financial Services Manager will demonstrate the following competencies: 

• Customer Service – Effectively manages difficult or emotional customer situations, solicits customer feedback to improve service, and meets customer commitments 

• Interpersonal Skills - Focuses on resolving conflict vs. blaming others, maintains confidentiality, and is open to new opportunities and ideas 
• Oral Communication - Speaks clearly and persuasively in both positive and negative situations, listens and gets clarification, and responds well to questions 
• Teamwork – Provides and welcomes feedback, contributes to a positive team spirit, and supports team member efforts to succeed 
• Written Communication - Writes clearly and informatively, edits work for spelling and grammar and varies writing style when needed. Reads and interprets written information and presents numerical data effectively
• Change Management - Develops workable implementation plans, communicates changes effectively, monitors transition, and manages for desired results 
• Leadership - Inspires and motivates others to perform well, provides vision and inspiration to peers and subordinates, and gives appropriate recognition to others. Exhibits sound judgment and makes good decisions. 
• Managing People - Makes him/herself available to staff, provides regular performance feedback, and develops team member leadership and job skills 
• Quality Management - Looks for ways to improve and promote quality, accuracy, and thoroughness 
• Organizational Support - Follows policies and procedures and completes administrative tasks correctly 
• Strategic Thinking - Understands organizational strengths and weaknesses, analyzes markets and competitors, and develops strategies to achieve goals and objectives 
• Planning and Organizing - Prioritizes and plans work effectively and uses work time efficiently 
• Professionalism - Approaches others in a tactful manner, reacts well under pressure, and treats others with respect and consideration regardless of their status or position. 
• Computer Skills – Possesses solid operating knowledge of word processing, spreadsheet, and order processing software 

Qualifications:

• Associate degree or equivalent experience, plus two to four years of telecommunications Retention and/or Financial Services experience desired.
  • To qualify for Work from Home, applicant must meet WFH requirements (bandwidth, environment, office set-up).  Equipment (laptop, IP phone, and headset) is provided by Truvista. 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this position, the employee is regularly required to talk and hear. The employee is frequently required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.