Retention Specialist

About the Role

A Retention Sales Representative is responsible for saving and retaining customers who are requesting to disconnect or downgrade service. Every call is a sales opportunity that can lead to a great impression of the Optimum brand. The Specialist will educate and offer products and services that would most benefit the customer. Great base + commission opportunity!

Responsibilities

• Demonstrate product and service knowledge while utilizing high-value selling skills to meet Optimum technology, product, and service sales retention targets in a commission-driven environment.
• Retain customers at risk of terminating service or reward loyal customers by explaining the overall value, features, and benefits of all Optimum products and services, including communicating competitive offers.
• Utilize tools and resources, as well as navigate multi-product customer billing systems, to interpret and explain current and historical billing information in response to customer inquiries.

Requirements

• High School diploma or GED required.
• Call center experience required; previous technology and/or cellular sales or equivalent experience preferred.
• Must be comfortable working in a fast-paced, conflict-resolution environment and consistently perform to Optimum standards.
• Highly motivated and enjoy working in a challenging, sales performance-measured, commission-driven environment.
• Exhibit strong written and oral communication skills as set by Optimum.
• Proficient in computer skills using Windows-based systems, including databases and billing systems.
• Ability to work flexible hours, including evenings, weekends, holidays, and overtime as required.
• Must live within a 50-mile radius of the designated Training Center located at 6151 Paluxy Rd, Tyler, TX 75703.
• Must be authorized to work for ANY employer in the U.S.; visa sponsorship is not provided.

Benefits

At Optimum, employees are empowered to do the right thing for customers and co-workers and are recognized and rewarded for these behaviors. The company fosters a culture of trust, community, and innovation under its Guiding Principles: Do What’s Right, Drive One Optimum, and Make It Happen. Employees have the power to enact real change, share new ideas, and engage in continuous learning.