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