Spectrum
The growth of our industry and evolving technology powers our employees’ careers as they move up or around the company.
Charlotte, NC

Business Retention Rep at Spectrum (Charlotte, NC)

| Charlotte, NC
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JOB SUMMARY
Maximize customer and revenue retention via inbound and outbound telephone calls from and to commercial customers requesting Disconnect/Downgrade of service while attempting to retain and grow their business.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Responsible for skillfully retaining customers through positive customer relationship building. This includes but is not limited to: diffusing the irate customer situation by utilizing strong listening skills and probing techniques and identifying reason(s) for disconnect and overcome objections.
Responsible for creating developing long-term relationships with new and existing customers
Develops customer centric solutions and deliver recommendations to right size their business on product benefits
Work through business class customer complaints through understanding the complexity of business telecom needs and how to right size their business. Act as a consultant addressing business needs.
Professionally communicate and handle all business class customers concerns with tact and empathy for a business owner perspective
Save and re-sell the value of our products and services by properly aligning their features, benefits and price with the needs of our customers by effectively transitioning from the Save to upgrading the customer to additional products and services.
Take ownership of customers' concerns and act as a primary contact, providing appropriate contact information related to process.
Act as intermediary between customer and appropriate departments to ensure customer satisfaction.
Research, analyze and resolve billing inquiries.
Educate commercial customers on the competitive advantages of Business products, services and support.
Maintain knowledge of all marketing campaigns, competitive campaigns/pricing, save offers, and make appropriate use of campaigns/save offers in retaining customers.
Identify and engage with company personnel to assist with retention efforts as warranted.
Ask insightful questions regarding customer satisfaction and reason for cancellation.
Update CSG, Sales force, CIT, and billing system with result of the save attempt. Enter all appropriate work orders, credits and adjustments, early termination fees, etc.
Punctual and consistent attendance is required. Must be available for overtime or weekend hours, as needed.
Perform other duties as requested.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Knowledge of Charter Business Internet, video, music, data, and telephone products and services
Ability to demonstrate a record of success in your sales career to date
Knowledge of Business Telecom complexities
Required Education
High school diploma or equivalent
Required Related Work Experience and Number of Years
B2B, Customer Service / Telephone sales experience - 3
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Proven sales level knowledge of complex services (Hosted Voice, Cloud Services) is preferred
Preferred Related Work Experience and Number of Years
CSG billing software experience preferred
B2B sales experience, preferably selling data, voice, cloud and/or video solutions
Telecommunications or Premise Based Voice and Data product sales - 2
WORKING CONDITIONS
Office environment
PHYSICAL AND MENTAL REQUIREMENTS
Mental Requirements
Ability to empathize with the customer
Problem solver with effective persuasion skills
Ability to effectively trouble-shoot technical problems
Ability to work independently; highly motivated and detail-oriented
Ability to show judgment and initiative
Ability to communicate in a clear, professional manner
Ability to use computer and software applications (i.e. CSG, Sales force, survey software)
Ability to overcome objections
Clearly understand and communicate the company's value proposition at multiple levels within these organizations
SRT100 309205 309205BR
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What are Spectrum Perks + Benefits

Spectrum Benefits Overview

Working for Spectrum means working to keep people connected to what matters most, helping underserved communities be better connected, and powering the remote and essential workers which were critical in the past two years.

On top of this mission, the employment opportunity here is financially rewarding - with compelling wages, excellent benefits with no increase in cost, and healthy retirement savings options, we provide the security to build a financially sound future.

There are also many opportunities to learn new skills and grow fulfilling and lasting careers. We offer stability in this time of uncertainty.

We are pleased to offer free or discounted Spectrum services to employees depending on where they live. Employees who live in a Charter service area can receive residential TV, high-speed internet and voice services and have access to Spectrum Mobile. Employees who live outside of a Charter service area can get our Spectrum TV Essentials package and have access to Spectrum Mobile services.

Our employees' financial well-being is just as important as their physical and emotional well-being. With our market-leading company match, for every $1 employees put into their 401(k), we put in $1 up to 6% of their eligible pay. On top of that, most employees receive an additional company contribution equal to 3% of their eligible pay into a Retirement Accumulation Plan.

We're proud to provide employees with some of the best benefits in our industry and we're committed to keeping them affordable so you can keep more of your paycheck. For example, we put up to $1,500 into an account to help you pay for qualified health care expenses and we have absorbed the full cost increase for the medical, dental and vision coverage for 8 years in a row.

We're also proud of the ways our employees grow their knowledge. We help cover the costs, like $5,250 per year in tuition reimbursement, so you can focus on more important things, like your path to greater opportunities. With a dedicated focus on career development, employees can have confidence that day one is truly just the beginning.

Culture
Volunteer in local community
Partners with Nonprofits
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity Employee Resource Groups
With our business resource groups, we welcome you to be part of a strong community that gives you opportunities to network, develop and grow your career.
Hiring Practices that Promote Diversity
We aim to foster an inclusive culture and workplace where every person feels empowered. No matter your background, identity or beliefs, we welcome you to explore a career with us.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Spectrum offers discounts at specified per location daycares.
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Commuter Benefits
Company Outings
Parking
Spectrum employees have plenty of on-site parking options including lots and a garage.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Promote from within
Mentorship program
We believe mentoring plays a vital role in career growth. We're proud of our mentorship program here at Spectrum.
Online course subscriptions available

An Insider's view of Spectrum

How does your team reward individual success?

Building a culture of success is critical to our companies business success. We have numerous programs that allow peers and leaders to recognize individuals for their contributions. Our Spark allows you to earn points that can be used to purchase gift cards and items from your favorite merchant.

Mary

GVP, Network Security Operations

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