JOB SUMMARY
Maximize retention opportunities by responding to inbound disconnect/downgrade calls in a continuous effort to retain customers.
ESSENTIAL FUNCTIONS OF THE POSITION Responds to inbound disconnect calls promptly and proficiently. Provides high level customer service in a courteous manner.
Retains products and services for existing customers. Answers questions pertaining to billing disputes and service complaints of voluntary disconnects, customers surveyed or otherwise contacted by telemarketing. Process orders for new service, reschedules, and saved accounts. Process credit card payments. Tracks and reports results of retention efforts. Performs other duties as requested by supervisor.
PREFERRED QUALIFICATIONS A. Skills/Abilities and Knowledge Ability to prioritize and organize effectively Ability to reach with hands and arms, to bend, to talk and hear, and to read and use a computer Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner Ability to use personal computer and software applications (i.e. word processing, spreadsheet, CSG, etc.) Ability to use, handle, and manipulate objects such as paper, pencils, keyboards, and mouse Ability to wear telephone headset Ability to work independently Ability to work while seated for prolonged periods of time
Knowledge and ability to use the following office equipment: computer, telephone, copier, fax, calculator, and stapler Knowledge of cable television products and services Vision ability: close vision, peripheral vision, and ability to adjust focus Ability to lift up to 25 lbs.
B. Education (level and type) High School Diploma or equivalent
C. Related Work Experience Number Of Years Customer Service / Telephone sales work experience 1 Billing software work experience or experience with similar 1
WORKING CONDITIONS Office environment Exposure to moderate noise levels
Training date February 16, 2015. Training will last for 7 weeks. Training hours are Monday - Friday - 12:00 PM - 9:00 PM. Attendance at every day of training is mandatory.
After training, hours my vary. The call center is open 7:30 AM - 12:00 AM seven days/week so most shift will involve working at least one (if not both) weekend day with split days off and hours after training will likely be 2nd shift starting 11:00 AM or later.
