Retention Representative

Job description

JOB PURPOSE: Contribute in the achievement of Midco revenue objectives through retaining customer loyalty by listening to their individual needs, establishing value of Midco products and services, and presenting customized solutions that fit the customer’s needs. KEY FUNCTIONS: - Service inbound calls from residential customers requesting to disconnect service, add to services, change current services, or inquire about their current pricing. - Complete proactive retention efforts by making outbound calls in order to build customer loyalty. - Exceed organizational goals for revenue by retaining and upselling. - Assist customers who have complex issues or questions about their billing. - Save customer relationships by completing a needs assessment, making service recommendations, and presenting the value of products and services. - Provide recommendations through value-based selling - Understand customers concerns and tailor a plan of action in order to retain a customer relationship. - Establish rapport and communicate effectively in all forms of communication with internal and external customers when taking inbound and making outbound calls. - Handle inquiries with the ability to a...