Call Center Representative
Job Details
| Hiring Organization | Spectrum |
| Post Name | Call Center Representative |
| Qualification | High school diploma or equivalent |
| Industry | Private |
| Employment Type | Full Time |
| Work Hours | 8 Hours |
| Salary | USD 18 Per Hour |
| Location | San Antonio, Texas, United States 78247 |
Full Job Description
Our agents earn an hourly base pay of $18.00 along with lucrative commission and incentives for target hourly earnings of $25.00/hour or $52,018 annually. Top performers can earn $70,800, plus incentives. You may also qualify for free internet, TV, and phone services (restrictions do apply).
JOB SUMMARY
Maximize opportunities to retain existing customers from disconnecting while retaining and upselling core products i.e. video, data, and phone. Execute a retention strategy that strikes balance between saving customers and retaining revenue.
MAJOR DUTIES AND RESPONSIBILITIES
- Actively and consistently support all efforts to simplify and enhance the customer experience.
- Establish and maintain a high level of customer satisfaction, professionalism, and courtesy in all retention transactions.
- Consistently meet or exceed weekly and monthly retention activity goals by utilizing sound telephone-based customer save techniques.
- Respond to inbound retention calls promptly and efficiently as outlined by the required call handling metrics to include productive time, schedule adherence, handle time, after-call work, etc.
- Answer questions pertaining to billing inquiries, pricing and packaging of products and services, and service complaints.
- Ability to learn and master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function.
- Have a full understanding of and consistently demonstrate proficiency at explaining all products and services to existing customers in an effort to re-sell and retain.
- Acquire and demonstrate a thorough knowledge of competitors’ pricing, packaging, and products in an effort to discuss side-by-side comparisons of Charter’s and competitors’ products and services.
- Perform other duties as requested by supervisor.
REQUIRED QUALIFICATIONS
- Ability to read, write, speak and understand English
- Demonstrated working knowledge of cable communications products and services including video (TV), data (internet), and voice (telephone)
- Ability to work variable hours; may include weekends, holidays, and split days off
Required Education
- High school diploma or equivalent
Required Related Work Experience and Number of Years
- Call center experience in the areas of customer service and/or phone sales, or equivalent experience – 2+
PREFERRED QUALIFICATIONS
- Ability to communicate effectively with employees, customers, and suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner
- Ability to apply appropriate retention and sales techniques and demonstrate sustained achievement of stated retention goals
- Effective computer and consumer electronics skills
- Ability to use a personal computer and appropriate software applications including billing systems and other role-related tools
- Proven verbal and written communication skills
- Ability to effectively handle irate customers while attempting to resolve stated issues
- Ability to prioritize and organize effectively