Mediacom Customer Retention and Sales Representative I in Chillicothe, Illinois

Customer Retention and Sales Representative I

ID: 11051

City: Chillicothe, IL

State/Territory: US-IL

Exempt Status: Non-Exempt

Employment Duration: Full time

Working Hours: Sat 8-5 or 9-6 and M-F 11a-8p (4 of the days)

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Description

GENERAL RESPONSIBILITIES:

Develop and maintain existing relationships with customers who are considering cancellation or downgrade of current Mediacom services by identifying needs and offering solutions.

SPECIFIC RESPONSIBILITIES:

• Turn reasonable requests for disconnection or downgrade into save opportunities or potential sales.

• Apply Retention Department’s mission statement to sell Mediacom’s service when possible.

• Actively listen to customer needs and offer the appropriate Retention promotion to prevent customer from disconnecting or downgrading.

• Use the Mediacom resources to sell against the competition and explain our competitive edge.

• Build customer loyalty by providing legendary customer service.

• Complete disconnect, transfer and seasonal downgrade orders and update customer accounts in customer record database.

• Educate customers in the use of installed products, service offerings, billing, charges, and product features.

• Resolve customer complaints and situations calmly and courteously.

• Troubleshoot and resolve service, pricing and technical problems for customers by asking questions.

• Meets retention goals set by Company/department.

• May assist in the training of new Representatives through on-the-job training program.

• Other duties as assigned.

PREFERRED EXPERIENCE/SKILLS:

• High School Diploma or equivalent required.

• 2+ years customer service experience required, sales experience preferred.

• Customer-oriented mentality.

• Ability to operate a computer.

• Effective listening skills with high level of empathy.

• Effective verbal communication skills, including grammar and tone.

• Strong ability to ask relevant questions to identify customer needs/concerns.

• Ability to remain calm and confident while managing confrontation and rejection.

• Self-motivator - upbeat and with a high energy level.

• Strong work ethic; team-oriented attitude.