Outbound Lifecycle Management Specialist

Job Description

Job Purpose:

The position is responsible for engaging current customers by renewing, upgrading and or migrating residential service for home phone, internet, and video products through outbound dialing. The agent must be self-motivated, be able to work in a fast-paced environment, display exceptional customer service, and consistently meet goals.

Essential Functions:

• Utilize outbound dialing with a focus on retention, upgrades and migration efforts of current customers
• Effectively multi-task between account management, providing feedback to customers responses, offering solutions, discussing product options, and generating service through multiple ordering systems
• Negotiate products and services offered by altafiber utilizing promotional offers generated by marketing
• Increase customer satisfaction and loyalty by customizing products and services to customers' needs
• Place orders and changes to existing service through multiple internal ordering systems
• Maintain, track, change, and input records through SalesForce.com
• Take direction from upper management and complete administrative duties

Education:

Four years of High School or equivalent

Relevant Work Experience:

• 0 to 2 years' experience
• Prior experience in a retention role is preferred
• Prior experience in a call center preferred
• Prior experience in collections preferred
• Strong organizational and time management skills preferred

Special Knowledge, Skills and Abilities:

• Excellent oral, written, and interpersonal communication skills necessary
• Knowledge of Microsoft programs and applications
• Ability to work independently within a team environment with minimal supervision adhering to performance measurements and goals
• Proficient problem solving and analytical skills
• Demonstrated success working in a goal-based environment

Supervisory Responsibility:

This position does not have any supervisory responsibilities

About Us

Altafiber has been connecting what matters for more than 150 years. We are a leading technology company that delivers integrated communications solutions to residential customers and end-to-end IT solutions to business customers across North America. Our 4,300 employees across the United States, Canada, India, and the United Kingdom help the world connect, and support the communities we serve through an extensive fiber network and cloud-based solutions. We are focused on building and maintaining a diverse team of employees who are committed to delivering an outstanding customer experience. We call the communities we serve home and giving back to these communities is an important part of our culture. Altafiber offers amazing Employee Volunteer Program, Employee Resource Groups, and organized corporate community service events that further strengthen our community relationships.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law.

Additional Information

We were made aware of an employment scam in which a third-party is creating false communications under the altafiber name. We want to reiterate that altafiber never seeks payment from job applicants and only reaches out from @altafiber.com email addresses