Specialist, Retention
$31,200–$31,200 year
On-siteColumbus, Ohio, United States or Groton, Connecticut, United States
Job Summary
Engage and retain customers requesting voluntary disconnects or service downgrades through inbound and outbound outreach. Conduct discovery processes to identify service pain points and position new solutions, including advanced technology, speed, TiVo, and Managed WiFi. Resolve customer escalations to maintain relationships and exchange outdated equipment for new offerings. Utilize competitive intelligence tools to compare market offers and highlight Breezeline's value and benefits. Adhere to one-call resolution standards, ensuring active listening and detailed adherence to policies for accurate order placement and communication.
Required Qualifications
- High school diploma or general education degree (GED)
- Ability to read and comprehend simple instructions, short correspondence, and memos
- Ability to write simple correspondence
- Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
- Ability to deal with problems involving several concrete variables in standardized situations
- Knowledge of Database software
- Knowledge of Internet software
- Knowledge of Word Processing software
Desired Qualifications
- Experience in Customer Billing Relations Management (CRM)
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