Retention Customer Service Representative

at Transcom

San Antonio, TX

Posted on Sep. 16, 2016

Full Time


Retention Customer Service Representative

This position is full-time with benefit enrollment options, 401K, paid vacation time. Seeking candidates who can work any shift. Base wage is $10.75 + bonus, after 6 months, pay goes to $11.00 per hour.

Establish and maintain a high level of customer satisfaction, professionalism, and courtesy in all retention transactions. Retention agents are required to perform the following tasks:

Consistently meet or exceed weekly and monthly retention activity goals by utilizing sound telephone based customer save techniques.

Respond to inbound retention calls promptly and efficiently as outlined by the required call handling metrics to include productive time, schedule adherence, handle time, after call work, etc..

Answer questions pertaining to billing inquiries, pricing and packaging of products and service, and service complaints.

Ability to learn and master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function.

Have a full understanding of and consistently demonstrate proficiency at explaining all products and services to existing customers in an effort to ‘re-sell’ and retain.

Acquire and demonstrate thorough knowledge of competitors’ pricing, packaging, and products in an effort to discuss side by side comparisons of Charter’s and competitors’ products and services.

Work with other departments, as necessary, to resolve customer issues.

Perform other duties as requested by supervisor.

***Apply online or come in and apply onsite Monday through Friday from 9AM to 3PM. ~ Click on apply now for details***

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