Business Retention Specialist

The Business Retention Specialist primary responsibilities are to process all MACD requests (upgrades, downgrades, disconnects, etc) and use Retention and Saves skills to retain and win back Business Services customers who downgrading or disconnecting services. The Business Retention Specialist will also be responsible for meeting a renewal quota and minimum customer support metrics while performing MACD functions.

Let us tell you about the perks!

• Be part of a company whose core values include respect, integrity, spirit of service, and accountability!

• Salary: Up to $21/hr (based on experience)

• We are currently offering a restricted stock grant!

• Medical, dental, and vision insurance, and 401k with a company match

• Paid time off, paid holidays, and tuition reimbursement.

• Significant discounts on broadband packages for employees residing in our service areas.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

• Field inbound calls by customers who want to disconnect services and review package for right size opportunities and use retention offers to retain customer’s business and protect company revenue

• Field inbound calls by customers wishing to downgrade, and/or modify their existing services which include: Transfers, Change of Responsibility, Renewals, etc.

• Place outbound calls to customers who are up for contract renewal to retain their business and ultimately company RGU’s

• Place outbound calls to customers who have recently left WOW for competitive or service issues and attempt to Win them back

• Assess churn risk for existing business subscribers and target for retention efforts

• Evaluate and maintain open opportunities via software application/database to track potential customers within the WOW! service area

• Work with existing business customers to analyze their business strategy and future growth plans/initiatives

• Use independent judgment and discretion to review existing business accounts and determine actions for ongoing retention efforts

• Responsible for independently building relationships and negotiating contract terms and rates for existing customers

• Accurately complete paperwork associated with each customer order and/or request

• Maintain retention quotas and tracking daily activity as established by the department manager

• Use multiple software systems to track and manage business customers and have exceptional quality on data entry across all systems

• Protect and grow revenue within existing customer base

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

High School Diploma or GED required; college education in sales, marketing or business preferred

Experience/Skills Needed:

• 1-3 years successful sales experience; in addition, experience in the telecommunications industry and prior B2B sales/service experience is strongly preferred 

• Must possess the ability to maintain a high level of confidentiality in dealing with customer information

• Must be self-motivated and results-driven, as demonstrated by previous work experience

• Bi-lingual skills are beneficial 

• Must have the ability to organize and maintain records of prospects and existing customers 

• Must possess the ability to follow a consultative sales approach, and understand/apply the entire sales process

• Must possess excellent communication and presentation skills, and the ability to communicate effectively with a wide range of customers   

• Must possess the ability to analyze and solve problems arising through customer interaction

• Strong ability to navigate complex computer systems and effectively use a variety of software and e-mail applications and must be able to use each of these systems simultaneously while staying productive 

• Strong ability to effectively and efficiently use a computer (keyboard, mouse, etc.) while interacting with the customer 

Computer Skills:

• Microsoft 365

Physical Demands/Working Conditions:

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to perform computer functions and operate routine office equipment

• Regularly required to talk and hear

• Required to use hands to type, handle objects and paperwork

• Required to use close vision and be able to focus 

• Dependable attendance and punctuality are required as an essential function of the job 

• Frequently required to sit for extended periods of time

Wondering if you should apply? 
Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At WOW! we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but don’t check every box in the qualifications section, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran