Customer Retention And Sales Representative I

Mediacom Communications Corporation Chillicothe , IL 61523

Posted 2 months ago

GENERAL RESPONSIBILITIES:
Develop and maintain existing relationships with customers who are considering cancellation or downgrade of current Mediacom services by identifying needs and offering solutions.

SPECIFIC RESPONSIBILITIES:

  • Turn reasonable requests for disconnection or downgrade into save opportunities or potential sales.

  • Apply Retention Departments mission statement to sell Mediacoms service when possible.

  • Actively listen to customer needs and offer the appropriate Retention promotion to prevent customer from disconnecting or downgrading.

  • Use the Mediacom resources to sell against the competition and explain our competitive edge.

  • Build customer loyalty by providing legendary customer service.

  • Complete disconnect, transfer and seasonal downgrade orders and update customer accounts in customer record database.

  • Educate customers in the use of installed products, service offerings, billing, charges, and product features.

  • Resolve customer complaints and situations calmly and courteously.

  • Troubleshoot and resolve service, pricing and technical problems for customers by asking questions.

  • Meets retention goals set by Company/department.

  • May assist in the training of new Representatives through on-the-job training program.

  • Other duties as assigned.

PREFERRED EXPERIENCE/SKILLS:

  • High School Diploma or equivalent required.

  • 2+ years customer service experience required, sales experience preferred.

  • Customer-oriented mentality.

  • Ability to operate a computer.

  • Effective listening skills with high level of empathy.

  • Effective verbal communication skills, including grammar and tone.

  • Strong ability to ask relevant questions to identify customer needs/concerns.

  • Ability to remain calm and confident while managing confrontation and rejection.

  • Self-motivator - upbeat and with a high energy level.

  • Strong work ethic; team-oriented attitude.

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Customer Retention And Sales Representative I

Mediacom Communications Corporation