Representative, Contact Center Retention
Company: JAB Wireless
Location: Loveland
Posted on: June 20, 2022
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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
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