Business Retention Specialist

Wow! Charleston , SC 29402

Posted 2 months ago

Job Description:


The Business Retention Specialist primary responsibilities are to process all MACD requests (upgrades, downgrades, disconnects, etc) and use Retention and Saves skills to retain and win back Business Services customers who downgrading or disconnecting services. The Business Retention Specialist will also be responsible for meeting a renewal quota and minimum customer support metrics while performing MACD functions.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

  • Field inbound calls by customers who want to disconnect services and review package for right size opportunities and use retention offers to retain customer's business and protect company revenue

  • Field inbound calls by customers wishing to downgrade, and/or modify their existing services which include: Transfers, Change of Responsibility, Renewals, etc.

  • Place outbound calls to customers who are up for contract renewal to retain their business and ultimately company RGU's

  • Place outbound calls to customers who have recently left WOW for competitive or service issues and attempt to Win them back

  • Assess churn risk for existing business subscribers and target for retention efforts

  • Evaluate and maintain open opportunities via software application/database to track potential customers within the WOW! service area

  • Work with existing business customers to analyze their business strategy and future growth plans/initiatives

  • Use independent judgment and discretion to review existing business accounts and determine actions for ongoing retention efforts

  • Responsible for independently building relationships and negotiating contract terms and rates for existing customers

  • Accurately complete paperwork associated with each customer order and/or request

  • Maintain retention quotas and tracking daily activity as established by the department manager

  • Use multiple software systems to track and manage business customers and have exceptional quality on data entry across all systems

  • Protect and grow revenue within existing customer base


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • High School Diploma or GED required; college education in sales, marketing or business preferred

  • Must possess 1-3 years successful sales experience; in addition experience in the telecommunications industry and prior B2B sales/service experience is strongly preferred

  • Must possess the ability to maintain a high level of confidentiality in dealing with customer information

  • Must be self-motivated and results-driven, as demonstrated by previous work experience

  • Bi-lingual skills are beneficial

  • Must have the ability to organize and maintain records of prospects and existing customers

  • Must possess the ability to follow a consultative sales approach, and understand/apply the entire sales process

  • Must possess excellent communication and presentation skills, and the ability to communicate effectively with a wide range of customers

  • Must possess the ability to analyze and solve problems arising through customer interaction

Computer Skills:

  • Strong ability to navigate complex computer systems and effectively use a variety of software and e-mail applications and must be able to use each of these systems simultaneously while staying productive

  • Strong ability to effectively and efficiently use a computer (keyboard, mouse, etc.) while interacting with the customer

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must be able to perform computer functions and operate routine office equipment

  • Regularly required to talk and hear

  • Required to use hands to type, handle objects and paperwork

  • Required to use close vision and be able to focus

  • Dependable attendance and punctuality are required as an essential function of the job

  • Frequently required to sit for extended periods of time

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer

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Business Retention Specialist