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SMB Inside Sales, Retention - Lead

Location: Morrisville
Posted on: January 16, 2022

Job Description:

The Spectrum SMB Retention Leads are service-minded individuals who provide premiere customer service to Spectrum customers. These customer interactions include maximizing opportunities to retain existing customers from disconnecting while retaining and upselling core products such as video (TV), internet (data), and home and mobile phone services. SMB Retention Leads execute strategy that strikes balance between saving customers and retaining revenue.

This position provides support to SMB Retention Representatives and Customers. This includes ensuring account corrections are accurately submitted and timely. Additionally, SMB Retention Leads alleviate escalated customers concerns and bring them around to value-added plans as they seamlessly transition between conversation and computer billing programs.

Provide a single point of contact for escalated cases with the ability to transition an escalated call into a positive customer experience.
Support internal SMB Representatives using customer-facing applications and tools, effectively resolve issues using customer-friendly language on a variety of concerns: billing, pricing and packaging, availability, equipment changes, prorations, escalations, etc.
Consistently and accurately document databases, as required (i.e., CSG, ICOMS, Gateway)
Maintains, on a daily basis, an effective working knowledge of our Spectrum network infrastructure to effectively resolve customer related issues.
Performs all work-related tasks, including escalation of issues, in a manner that is in compliance with Spectrum values, policies and procedures.
Consistently meets all delivery, technical, productivity, and process goals.
Responsible for identifying and reporting trends and issues impacting customers.

Skills/Abilities and Knowledge
Ability to read, write, and speak the English language fluently in order to communicate with customers and colleagues in a clear, straightforward and professional manner

Excellent problem resolution skills

Friendly, professional, and confident demeanor on the telephone and in person

Well versed in all Microsoft Office suite applications

The ability to multi-task with a variety of systems, product and processes and use good judgment in making decisions

Ability to work independently and with minimal supervision

Must be able to adapt quickly, research complex issues, and make decisions with limited information
Strong working knowledge of cable communications products and services to include video (TV), internet (data), home and mobile phone

High school diploma or equivalent

Related Work Experience
2-3+ years: Prior Customer Service / Contact Center

Associates or Bachelor's degree or technical/trade school certification preferred but not required

Related Work Experience
Successful completion of a minimum of 1+ year as a Residential Retention Representative preferred
Billing software (i.e., CSG or ICOMS) experience preferred

Office environment
Requires flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business - we need to be there when our customers need us SRT111 301255 301255BR

Keywords: SPECTRUM, Cary , SMB Inside Sales, Retention - Lead, Sales , Morrisville, North Carolina

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