Customer Insight and Retention Manager turning customer data into strategic marketing insights. Analyzing behaviors to enhance retention and drive commercial activation strategies.
About the role
- Customer Retention Representative focusing on retaining customers by resolving service issues and promoting Rise Broadband products. Collaborate with other departments to ensure customer satisfaction.
Responsibilities
- Retain customers by identifying reasons for request to disconnect or downgrade, resolving issues, and overcoming concerns
- Promote, recommend, and sell the value of Rise Broadband products and services based on a logical relationship to the customer’s needs and interests
- Demonstrate strong negotiation, selling and closing skills
- Discuss product and feature benefits and pricing to meet the needs of the customer
- Meet or exceed retention goals and other metrics for productivity, quality, and customer experience
- Maintain up-to-date knowledge of the company’s current promotions, products, and technology
- Document and track results of saving or reinstating customer accounts
- Provide feedback to support staff and leadership on the success of the program and recommend opportunities for improvement
Requirements
- Excellent PC proficiency and keyboarding skills
- Previous contact center experience preferred
- Sales and/or retention experience preferred
- Ability to provide a high-level of accuracy with excellent attention to detail
- Excellent interpersonal communication skills (i.e., verbal, written, listening)
- Strong decision making and problem-solving skills
- Experience working with escalated customer issues and problem resolution
- Ability to handle difficult customers in a professional manner and build customer loyalty
- Experience with Word, Excel and Windows
Benefits
- Please feel free to review our Benefits at the following link: https://www.risebroadband.com/about/careers/benefits/
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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