Responsible for retaining customers who request to disconnect or downgrade services/ensure at risk customers are satisfied. Communications may be inbound and/or outbound. Re-builds the customer relationship by reselling the benefits and value of the products and services along with identifying their unstated needs, selling any missing lines of business to the customer, and make account changes as necessary.
*Retains customers by probing for current level of satisfaction and identifying reasons for request to disconnect where applicable.
* Resolve customer complaints, concerns through active listening, empathy, professionalism, and problem solving.
*Acts as a product consultant, promoting, recommending, and selling the value of products and services based on a logical relationship to the customer's needs and interests; conducting comparison of customer spend on products/services via whole house review of total spend on competitive and company products and services where necessary.
* Explain basic account information to the customer including their billing statement, products and services, with focus on first-call resolution, retaining revenue, and building value.
* Must be able to work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
* At least 2 years of Customer Service experience.
*At least 1 year of solid sales experience required.
-Must be able to persuade and upsell.
*Strong computer skills and ability to multi-task using multiple programs/systems.
*Able to work at a flexible schedule, must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
*Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse.