Sup, Resi Retention
Company: SPECTRUM
Location: Auburndale
Posted on: June 22, 2022
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Job Description:
JOB SUMMARYResponsible for managing retention agent in an effort
to retain existing customers from disconnecting while retaining and
upselling core products i.e. Video, Data, and Phone. Coach,
monitor, develop, lead, model, motivate, analyze, organize, staff,
and train, so that customers, employees, and owners are successful
towards our goal of being America's leading service provider.MAJOR
DUTIES AND RESPONSIBILITIESActively and consistently support all
efforts to simplify and enhance the customer experience.Supervise
agents to ensure a high level of customer satisfaction,
professionalism, and courtesy during all retention transactions
exists and is sustained.Consistently meet or exceed weekly and
monthly retention activity goals by coaching agents to sound
telephone based customer save techniques.As a result of regular
phone monitoring and engagement with the agents, provide regular
data-centric feedback to Manager with regard to actionable items to
be taken to improve customer experience and improved retention
rate.Ensure that agents are educated on and abide by the business
rules surrounding the retaining of a customer. These business rules
include but are not limited to extension of promotions, credit
usage, and escalation of service-related issues.Ensure thorough
understanding of the agent as well as the supervisor
compensation/commission plans in order to coach to specific
behaviors that will improve save yield and, therefore, improve
commission earnings potential.Manage agent compliance of call
handling metrics to include productive time, schedule adherence,
handle time, after call work, an d other metrics as
necessary.Analyze and provide statistically-based recommendations
on ways to improve agent save performance.Manage agents performance
by providing frequent coaching based upon call monitoring and save
performance.Provide recommendations on save offers and business
rules to support Charter's strategy.Master order processing within
the billing system regarding all aspects of retained accounts, new
sales order entry, account lookup, and other tools and functions as
they relate to the retention function.Acquire, demonstrate and
instruct thorough knowledge of competitors' pricing, packaging, and
products in an effort to provide agents with skills needed to
discuss side by side comparisons of Charter's and competitors'
products and services.Ability to successfully manage difficult
customer calls that require issue resolution.Perform other duties
as requested by supervisorREQUIRED QUALIFICATIONSRequired
Skills/Abilities and KnowledgeAbility to read, write, speak and
understand EnglishDemonstrated working knowledge of cable
communications products and services to include video (TV), data
(internet), and voice (telephone)Ability to work variable hours;
may include weekends, holidays, and split days offRequired
EducationMinimum of Associates college degree in marketing, sales
or related field or equivalent experienceRequired Related Work
Experience and Number of YearsCall center experience in the areas
of customer service and/or phone sales - 3-5WORKING
CONDITIONSOffice environmentPHYSICAL AND MENTAL REQUIREMENTSMental
RequirementsAbility to communicate effectively with employees,
customers, suppliers, in person, on the phone, and by written
communications in a clear, straight-forward, and professional
mannerAbility to provide coaching and direction for appropriate
retention and sales techniques to ensure agents achieve and sustain
achievement of stated retention goalsProven computer and consumer
electronics skillsAbility to use personal computer and appropriate
software applications to include billing system and other
role-related toolsProven verbal and written communication skills to
include presenting materials in front of an audienceAbility to
effectively handle irate customers while attempting to resolve
stated issues.Ability to handle multiple projects and tasksAbility
to maintain high level of self-motivationAbility to prioritize and
organize effectivelyAbility to supervise and motivate others#LI-VM1
SRT440 313014 313014BR
Keywords: SPECTRUM, Lakeland , Sup, Resi Retention, Other , Auburndale, Florida
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