Homeoffice Representative, Customer Retentions presso Rise Broadband

General Summary

The Representative, Customer Retention’s primary responsibility is to protect existing revenue by retaining customers that are calling to disconnect or downgrade their service due to service failures, competitive offers and billing issues. Retention Agents emphasize the benefits and value of Rise Broadband products and services that best fit the customer as well as collaborate with other departments to resolve the customer’s account and product issues if necessary. Demonstrating strong skills in the areas of sales, negotiation, save techniques, interpersonal communication and problem solving are key to the success of the department.

Essential Duties/Responsibilities

• Retain customers by identifying reasons for request to disconnect or downgrade, resolving issues, and overcoming concerns
• Promote, recommend, and sell the value of Rise Broadband products and services based on a logical relationship to the customer’s needs and interests
• Demonstrate strong negotiation, selling and closing skills
• Discuss product and feature benefits and pricing to meet the needs of the customer
• Meet or exceed retention goals and other metrics for productivity, quality, and customer experience
• Maintain up-to-date knowledge of the company’s current promotions, products, and technology
• Document and track results of saving or reinstating customer accounts
• Provide feedback to support staff and leadership on the success of the program and recommend opportunities for improvement

Job Requirements

• Excellent PC proficiency and keyboarding skills
• Previous contact center experience preferred
• Sales and/or retention experience preferred
• Ability to provide a high-level of accuracy with excellent attention to detail
• Excellent interpersonal communication skills (i.e., verbal, written, listening)
• Strong decision making and problem-solving skills
• Experience working with escalated customer issues and problem resolution
• Ability to handle difficult customers in a professional manner and build customer loyalty
• Experience with Word, Excel and Windows

Equipment Requirements

• A dedicated and quiet workspace free from distractions
• A desktop or laptop computer with Windows 10 or newer and a minimum 1GHz processor and 1GB of RAM (or higher). NOTE: We do not allow Chromebooks, Surface Pros, or iPads.
• 2 monitors for desktops and laptops
• A camera/web camera
• Reliable internet connection with minimum speeds of 5–10 Mbps upload and 15 Mbps download, with access to a hardwired (Ethernet) connection rather than Wi-Fi, based on the systems we use.
• A mouse (if using a laptop) | Or a mouse & keyboard (if using a desktop)
• Headphones or a headset (will be provided upon request)

Working Conditions

• Employee remains in the sitting position for prolonged hours. Employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• Working conditions may include being in an open (shared) cubicle/workspace area.

Disclaimer

This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.

Please feel free to review our Benefits at the following link: https://www.risebroadband.com/careers/benefits