Business Retention Rep

Company Overview:
Charter Communications is America’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and communications products. Charter is at the intersection of technology and entertainment, facilitating essential communications that connect 24 million residential and business customers in 41 states. Our commitment to serving customers and exceeding their expectations is the bedrock of Charter’s business strategy and it’s the philosophy that guides our 90,000 employees.
JOB SUMMARYMaximize 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.

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 name and telephone extension to help build confidence. 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 Field Personnel to assist with retention efforts as warranted.

Review commercial customer contracts and calculate early termination fees.

Conduct surveys 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
Skills / Abilities and Knowledge
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
Knowledge of Charter Business Internet, video, music, data, and telephone products and services
Ability to use computer and software applications (i.e. CSG, Sales force, survey software)
Ability to overcome objections


Education
High School Diploma or Equivalent


Related Work Experience Number of Years
Customer Service / Telephone sales experience 3+
CSG billing software experience preferred 1


WORKING CONDITIONS
Office work environment

EOE Race/Sex/Vet/Disability



Charter is an equal opportunity employer that complies with the
laws and regulations set forth in the following EEO Is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf



Charter is committed to diversity, and values the ways in which we are different