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Spectrum Inside Sales Representative - SMB Retention

Company: Spectrum
Location: Rochester
Posted on: September 8, 2018

Job Description:

Client Reference Code: 225634Employer Business Retention Representative maximize customer and revenue retention via inbound and outbound telephone calls from and to commercial customers requesting Disconnect/Downgrade of service while attempting to retain and grow their business.MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experienceResponsible for skillfully retaining customers through positive customer relationship building. This includes but is not limited to: diffusing the irate customer situation by utilizing strong listening skills and probing techniques and identifying reason(s) for disconnect and overcome objections.Responsible for creating developing long-term relationships with new and existing customersDevelops customer centric solutions and deliver recommendations to right size their business on product benefitsWork through business class customer complaints through understanding the complexity of business telecom needs and how to right size their business. Act as a consultant addressing business needs.Professionally communicate and handle all business class customers concerns with tact and empathy for a business owner perspectiveSave and re-sell the value of our products and services by properly aligning their features, benefits and price with the needs of our customers by effectively transitioning from the Save to upgrading the customer to additional products and services.Take ownership of customers' concerns and act as a primary contact, providing appropriate contact information related to process. Act as intermediary between customer and appropriate departments to ensure customer satisfaction.Research, analyze and resolve billing inquiries.Educate commercial customers on the competitive advantages of Business products, services and support.Maintain knowledge of all marketing campaigns, competitive campaigns/pricing, save offers, and make appropriate use of campaigns/save offers in retaining customers.Identify and engage with company personnel to assist with retention efforts as warranted.Ask insightful questions regarding customer satisfaction and reason for cancellation.Update CSG, Sales force, CIT, and billing system with result of the save attempt. Enter all appropriate work orders, credits and adjustments, early termination fees, etc.Punctual and consistent attendance is required. Must be available for overtime or weekend hours, as needed.Perform other duties as requested.REQUIRED QUALIFICATIONSSkills/Abilities and Knowledge B2B sales experience, preferably selling data, voice, cloud and/or video solutions with ideally two years of Telecommunications or Premise Based Voice and Data product salesAbility to empathize with the customerProblem solver with effective persuasion skills Ability to effectively trouble-shoot technical problemsAbility to work independently; highly motivated and detail-orientedAbility to show judgment and initiativeAbility to communicate in a clear, professional mannerKnowledge of Employer Business Internet, video, music, data, and telephone products and servicesAbility to use computer and software applications (i.e. CSG, Sales force, survey software)Ability to overcome objectionsClearly understand and communicate the company's value proposition at multiple levels within these organizationsAbility to demonstrate a record of success in your sales career to dateKnowledge of Business Telecom complexitiesEDUCATIONHigh school diploma or equivalentRELATED WORK EXPERIENCE Number of Years 3B2B, Customer Service / Telephone sales experienceCSG billing software experience preferred Strong sales level knowledge of complex services (Hosted Voice, Cloud Services) is preferredWORKING CONDITIONS Office work environmentJob Code : SRT100 Business Retention Rep Nonexempt 225634BR

Keywords: Spectrum, Rochester , Spectrum Inside Sales Representative - SMB Retention, Sales , Rochester, Minnesota

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