Save Specialist, Residential Team Lead

Job description

I. Job Summary Responds same day to controllable and uncontrollable customer cancellation requests assigned to the Residential Subscription Channel. Through the development and implementation of sound retention strategies and the use of effective negotiation skills minimizes the impact of cancellation request and rate rollbacks. Secures updated contract agreements from customers. Support immediate supervisor or manager by performing additional duties associated with supporting, training and coaching others within the group and helping coordinate the flow of work to meet department objectives. II. Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned. - Saves, secures, and converts' by handling all customer cancellation requests, providing ongoing education of contract details to existing customers, and by obtaining customer contract commitments using sound telephone based negotiation practices. - Resolves escalations for customer service. - Establishes and maintains a high level of customer satisfaction. This includes meeting customer retention goals. - Re...