Representative, Contact Center Retention

Company: JAB Wireless
Location: Loveland
Posted on: June 20, 2022

Job Description:

The Solutions Agent's primary responsibility is to protect existing revenue by retaining customers that are calling to disconnect or downgrade their service due to service failures, competitive offers and billing issues. Retention Agents emphasize the benefits and value of Rise Broadband products and services that best fit the customer as well as collaborate with other departments to resolve the customer's account and product issues if necessary. Demonstrating strong skills in the areas of sales, negotiation, save techniques, interpersonal communication and problem solving are key to the success of the department.Essential Duties/ResponsibilitiesRetain customers by identifying reasons for request to disconnect or downgrade, resolving issues, and overcoming concernsPromote, recommend and sell the value of Rise Broadband products and services based on a logical relationship to the customer's needs and interestsDemonstrate strong negotiation, selling and closing skillsDiscuss product and feature benefits and pricing to meet the needs of the customerMeet or exceed retention goals and other metrics for productivity, quality and customer experienceMaintain up-to-date knowledge of the company's current promotions, products and technology Document and track results of saving or reinstating customer accountsProvide feedback to support staff and leadership on the success of the program and recommend opportunities for improvementJob RequirementsExcellent PC proficiency and keyboarding skillsPrevious contact center experience preferredSales and/or retention experience preferredAbility to provide a high-level of accuracy with excellent attention to detailExcellent interpersonal communication skills (i.e., verbal, written, listening)Strong decision making and problem-solving skillsExperience working with escalated customer issues and problem resolutionAbility to handle difficult customers in a professional manner and build customer loyaltyExperience with Word, Excel and WindowsDISCLAIMERElectronic Application Procedures: Rise Broadband only considers applicants that complete our electronic application through our career center. If, because of a disability, you need special services or facilities to apply for this opening, please call the Human Resources Office at 303-705-6522.Diversity creates a healthier atmosphere and Rise Broadband is an Equal Opportunity/Affirmative Action employer. We are firmly committed to non-discrimination and affirmative action and it is the policy of the Rise Broadband to strive to afford equal opportunity to qualified individuals, regardless of their race, color, religion, sex, age, marital status, sexual orientation, gender identity, genetic information, national origin, veteran status, disability or any other legally protected characteristic.We are a drug free workplace and all employees must be authorized to work in the US. All offers of employment will be contingent on the successful completion of a drug test, reference and criminal background investigation. Some positions will also require a motor vehicle record check.For more information about the company please visit: www.RiseBroadband.com

Keywords: JAB Wireless, Loveland , Representative, Contact Center Retention, Other , Loveland, Colorado