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Description
Posting Job Title: Rep, Commercial Retention
Requisition #: 133230BR
Posting Location: United States - North Carolina - Charlotte
Area of Interest: Customer Service
Position Type: Full Time
Posting Job Description:
Time Warner Cables East Region currently seeks a Commercial Retention Rep in our Charlotte, NC location. Please find below a brief description of the essential duties and responsibilities required to function successfully in this position.
Position Summary:
The main purpose of the position is to save and retain our current Business Class Customers. In order to increase RGU growth, suggestive sales techniques should be utilized in order to upgrade business customers accounts to additional products and services. Representatives will be asked to use consultative sales skills to educate the customer on competitive pricing information and assist the business customer in comparing and contrasting our products and services versus the competition. A customer-centric mindset is necessary in order to ensure long-term customer satisfaction.
Essential Job Functions:
? Handle inbound disconnect/downgrade calls from existing customers
? Responsible for skillfully retaining business customers through positive customer relationship building
? Diffuse the irate customer situation by utilizing strong listening skills and probing techniques
? Identify reason(s) for disconnect and overcome objections in an effort to retain the business customer
? Save and re-sell the value of our products and services by properly aligning their features, benefits and price with the needs of our business customers
? Effectively transition from the save to upgrading the business customer to additional products and services
? Provide exceptional customer care across all call types including escalations, technical support and billing
? Track the primary reasons for requests to disconnect service in specific geographic areas by competition and forward the information to the appropriate departments for further investigation
?Take ownership of business customers concerns and act as a primary contact, providing name and telephone extension to help build confidence
? Act as intermediary between customer and appropriate departments to ensure customer satisfaction
? Maintain knowledge of all marketing campaigns, competitive campaigns/pricing, save offers, and make appropriate use of campaigns/save offers in retaining customers
? Provide explanation and interpretation of billing system information
? Punctual and consistent attendance is required. Must be available for overtime or weekend hours, as needed
? Provide one call resolution of all customer inquires and concerns
? Adhere to productivity metrics to ensure all calls are handled in a timely and efficient manner
? Perform other related duties as assigned
Education/Experience:
Special Skills, Experience & Abilities:
**Bilingual Strongly preferred**
? Customer-centric mentality
? Passion for the customer
? Ability to operate a computer and type 30 wpm
? Must have ability to complete all work
? Ideal candidates will have three to five years of customer service experience with a focus on sales and retention, preferably in a business to business environment.
Preferred Skills/Qualifications:
? Demonstrated ability to work independently
? Effective listening skills with high level of empathy
? Effective verbal communication skills, including grammar and tone
? Ability to probe and correctly identify customer needs/concerns.
? Strong Problem solving ability
? Exceptional sales skills in order to save and upgrade customers
? Proven ability in objection handling techniques
? Ability to deal with rejection
? Manage confrontation and remain confident
? Knowledge of company products, services, marketing campaigns and save offers
? Ability to provide complete customer service, overcome customer objections and retain customers
? Self-motivator - upbeat and with a high energy level
? Team player
? Strong work ethic
About Time Warner Cable:
Time Warner Cable is the second-largest cable operator in the U.S., with technologically advanced, well-clustered systems located mainly in five geographic areas - New York State (including New York City), the Carolinas, Ohio, southern California (including Los Angeles) and Texas. Time Warner Cable serves more than 14 million customers who subscribe to one or more of its video, high-speed data and voice services. Time Warner Cable Business Class offers a suite of phone, Internet, Ethernet and cable television services to businesses of all sizes. Time Warner Cable Media Sales, the advertising arm of Time Warner Cable, offers national, regional and local companies innovative advertising solutions that are targeted and affordable. More information about the services of Time Warner Cable is available at www.timewarnercable.com, www.twcbc.com and www.twcmediasales.com.
We are proud to offer a robust benefits package including medical, dental, vision, pension, a matched 401(k) plan, tuition reimbursement, and discounted services for employees who reside in a Time Warner Cable service area.
Time Warner Cable is an Equal Opportunity Employer M/F/D/V
FCC Unit_TWC HQ450
Details:
Job Id:
34012276
Posted / Updated:
2/15/2012 3:35:19 PM
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