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Inside Retention Representative, Cox Business


Cox is more than a cable company, we are a technology solutions leader. Whether our client is a well-established organization or a start-up, Cox Business has the fast, reliable products to help our clients maintain connectivity and increase productivity.   Cox is a leader in customer satisfaction, earning a total of 33 awards from J.D. Power and Associates, including 10 consecutive wins for residential phone and 8 awards for business services.
As an Inside Retention Representative for Cox Business, you will retain our most valued small-to-medium business customers by providing an exceptional customer experience. You will also identify opportunities to upsell and grow new business while enhancing your sales skills!    
PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONSRetain customers seeking to disconnect through answering inbound calls by resolving problems or offering save and promotional incentives, credit, and other offers  Engage with clients to understand their businesses’ communication needs, troubleshoot and resolve sources of service, pricing, or technical problems, review pricing options and share customer feedback to management as appropriateConduct marketing campaigns which include proactive outbound calling and email to existing and prospective customers, generating new business or upsell new products/services which could constitute up to 50% of the total new revenue goal     Identify and develop additional sources of new business including referrals, networking and social mediaHandle challenging customer situations and escalations to provide complete resolutionPrimary point of contact for customers for all phases of retention and sales process including preparation of service proposal, contract signature, order entry and scheduling of install and follow-upDetermine serviceability and perform any necessary calculations pertaining to fees, time periods, pro-rations, penalties, cost analysis, competitive pricing comparisons and provide other reporting as needed Utilize CRM capturing accurate and complete information, track orders and follow up as needed Attend required sales and product trainings and stay current on Cox Business’s services/solutions


MINIMUM HS diploma, GED or relevant work experience  2 or more years of experience preferred in related field (sales/sales support/customer service) Ability to meet and exceed monthly sales goals of new revenue and retention/renewal Ability to multi-task and balance incoming customer inquiries with proactive sales activities Strong written and verbal communication skills  Highly proficient computer skills including MS Word, PowerPoint, Excel and Outlook PREFERRED  Bachelor’s degree in related discipline strongly desired  1 year business-to-business sales experience (inside or outside), with quotas  1 year experience selling by telephone  6 months’ experience in the communications industry or at a major communications equipment vendor  Knowledge of local telecom market, local contacts 


Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and home security and automation services over its own nationwide IP network. Cox Business is a facilities-based provider of voice, video and data solutions for commercial customers, and Cox Media is a full-service provider of national and local cable spot and digital media advertising. Cox is known for its pioneering efforts in broadband, voice and commercial services, industry-leading customer care and its outstanding workplaces. Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at and

Organization: Cox Communications, Inc.

Primary Location: US-VA-Chesapeake-1341 Crossways Blvd

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: No

Schedule: Full-time

Unposting Date: Ongoing