Retention Representative

Job Purpose

Contribute in the achievement of Midco revenue objectives through retaining customer loyalty by listening to their individual needs, establishing value of Midco products and services, and presenting customized solutions that fit the customer’s needs.

Key Functions

• Service inbound calls from residential customers requesting to disconnect service, add to services, change current services, or inquire about their current pricing.
• Complete proactive retention efforts by making outbound calls in order to build customer loyalty.
• Exceed organizational goals for revenue by retaining and upselling.
• Aid customers who have complex issues or questions about their billing.
• Save customer relationships by completing a needs assessment, making service recommendations, and presenting the value of products and services.
• Provide recommendations through value-based selling.
• Understand customers concerns and tailor a plan of action in order to retain a customer relationship.
• Assure rapport and communicate effectively in all forms of communication with internal and external customers when taking inbound and making outbound calls.
• Handle inquiries with the ability to assess, analyze, and problem solve complex situations while maintaining a positive customer relationship.
• Accurately record customer transactions and complete all necessary requirements for installs, service changes, repairs, and all other customer transactions.
• Work closely with the internal team members and external Sales and Service teams to ensure an exceptional customer experience.
• Communicate effectively and professionally in all forms of communication with internal and external customers.
• Adhere to Midco privacy guidelines to ensure each customer’s privacy.

Additional Functions And Responsibilities

• Must be goal-driven.
• Actively participate in team efforts to support and establish exceptional customer experiences.
• Function as an effective team member while supporting the efforts and concepts of other departments.
• Support the mission, vision, and values of Midco.
• Possess an enthusiastic, energetic, self-motivated, creative, and detail-oriented approach on customer interactions and projects.
• Possess strong written skills.
• Possess strong problem-solving, critical-thinking and decision-making skills while using good business acumen.
• Able to create positive customer experiences with a focus on growing revenue for the business.
• Change from one task to another without loss of efficiency or composure.
• Maintain a positive work atmosphere by acting and communicating in a manner so that that develops positive relationships with team members, customers and leadership.
• Identify opportunities for improvement while creating and implementing viable solutions for customers.
• Actively follow Midco policies and procedures.

Experience And Education

• A high school diploma or GED is required.
• An associate or bachelor’s degree is preferred.
• At least 1 year of previous sales/retention and/or service experience is required.
• Leadership experience is preferred.
• Working knowledge of Microsoft Office products (Outlook, Word, Excel, and PowerPoint) is required.

Work Environment And Physical Demands

• Call Center Environment, in a cubical, wearing a headset.
• Must remain at workstation for long periods of time.
• Extremely time sensitive in order to meet customer demand.
• Heavy keyboard/mouse usage required with repetitive movements.
• The noise level in the work environment is moderate to loud.
• Employees may be required to work in excess of 40 hours per week.
• Most shifts are outside normal business hours, and include rotating holidays, evenings, and weekends as business demands.