Customer Retention Representative focusing on retaining customers by resolving service issues and promoting Rise Broadband products. Collaborate with other departments to ensure customer satisfaction.
About the role
- Inside Sales & Retention Specialist at Blue Ridge Communications. Building customer relationships and promoting services for optimal entertainment solutions in a remote role with training in Pennsylvania.
Responsibilities
- Help build and maintain trusted relationships with valued customers
- Ensure services are the right fit for customer entertainment needs
- Demonstrate good listening and communication skills
- Engage in outbound retention and sales projects to retain customer relationships
- Resolve customer concerns with strong problem-solving skills
- Promote the value of services to generate sales
- Participate as a team member in a busy inbound call center environment
- Jump in to assist with billing or troubleshooting during call volume spikes
- Attend weekly coaching and continuous training sessions
Requirements
- High School Diploma or G.E.D
- Established residency in Pennsylvania
- Valid PA Driver's License and good driving record
- Minimum of 1-year Customer Service and Sales/Retention Experience
- Customer Experience Focused
- Possess a team mindset
- ICOMS GUI Experience Preferred
- Solid Computer Skills / Microsoft Office Suite Proficiency
- Strong working knowledge of telecommunication products and services including but not limited to Data (Internet), Wi-Fi, Video (HD TV & TiVo) and Voice (Telephone)
- Strong Negotiating and Communication skills
- Excellent problem solving and active listening skills
- Proficient Typing Skills - Accuracy in Data Entry
- Strong Technical Troubleshooting Skills
- Ability to demonstrate success in your sales career to date
- Ability to overcome objections
- Aptitude to build trusted relationships and empathize with customers when appropriate
- Ability to show initiative and multi-task in a fast-paced environment
- Ability to adapt to change and the changing needs of the company and department
- Ability to perform duties while adhering to company policies and procedures
- Ability to create solutions
- Ability to uphold our brand promise and personality while being an advocate for Blue Ridge
- Ability to embody an open cooperative, professional and positive attitude towards customers, management and co-workers
- Ability to travel to your local office and Lehighton Call Center as needed
Benefits
- Health insurance
- Paid time off
- Tuition reimbursement
- Referral program
- Commissions on top of base pay with added incentive bonuses
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