·Receive inbound retention calls from current customers, for sales and revenue generation, in a high-intensity call center environment.
·Utilize proactive persuasive/retention skills to turn requests for disconnection or downgrade into sales and save opportunities by identifying customer needs.Achieve monthly key performance metrics, call and order entry productivity standards, and call quality performance through utilization of persuasive skills, defined call flow structure, and adherence to provided schedule.
·Educate customers on active product features, service offerings, billing, charges, and product value.Understand and promote current marketing campaigns in order to sell to or save customers accurately and effectively. ·Increase revenue through up-selling and cross-selling video, HSI, wireless, and telephony services to existing customers.·
·Research and review competitive pricing and service offerings in order to provide competitive price and product comparisons based on customer needs.
·Responsible for utilizing multiple customer databases to access, change or input account information for customers.·
·Provide outstanding customer service, troubleshoot and resolve service and minor technical problems for customers by asking appropriate questions.·
·Creatively negotiate pricing and bundling by making offers of credits and/or discounts according to Company guidelines.Complete installation, disconnect, transfer and seasonal downgrade orders and update customer accounts utilizing customer record database.
·Other duties as assigned.