What are the responsibilities and job description for the SMB Inside Sales, Retention position at Spectrum?
JOB SUMMARY
The Spectrum SMB Retention Leads are service-minded individuals who provide premiere customer service to Spectrum customers. These customer interactions include maximizing opportunities to retain existing customers from disconnecting while retaining and upselling core products such as video (TV), internet (data), and home and mobile phone services. SMB Retention Leads execute strategy that strikes balance between saving customers and retaining revenue.
This position provides support to SMB Retention Representatives and Customers. This includes ensuring account corrections are accurately submitted and timely. Additionally, SMB Retention Leads alleviate escalated customers concerns and bring them around to value-added plans as they seamlessly transition between conversation and computer billing programs.
MAJOR DUTIES AND RESPONSIBILITIES
Provide a single point of contact for escalated cases with the ability to transition an escalated call into a positive customer experience.
Support internal SMB Representatives using customer-facing applications and tools, effectively resolve issues using customer-friendly language on a variety of concerns: billing, pricing and packaging, availability, equipment changes, prorations, escalations, etc.
Consistently and accurately document databases, as required (i.e., CSG, ICOMS, Gateway)
Maintains, on a daily basis, an effective working knowledge of our Spectrum network infrastructure to effectively resolve customer related issues.
Performs all work-related tasks, including escalation of issues, in a manner that is in compliance with Spectrum values, policies and procedures.
Consistently meets all delivery, technical, productivity, and process goals.
Responsible for identifying and reporting trends and issues impacting customers.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, and speak the English language fluently in order to communicate with customers and colleagues in a clear, straightforward and professional manner
Excellent problem resolution skills
Friendly, professional, and confident demeanor on the telephone and in person
Well versed in all Microsoft Office suite applications
The ability to multi-task with a variety of systems, product and processes and use good judgment in making decisions
Ability to work independently and with minimal supervision
Must be able to adapt quickly, research complex issues, and make decisions with limited information
Strong working knowledge of cable communications products and services to include video (TV), internet (data), home and mobile phone
Education
High school diploma or equivalent
Related Work Experience
2-3 years: Prior Customer Service / Contact Center
PREFERRED QUALIFICATIONS
Education
Associates or Bachelor's degree or technical/trade school certification preferred but not required
Related Work Experience
Successful completion of a minimum of 1 year as a Residential Retention Representative preferred
Billing software (i.e., CSG or ICOMS) experience preferred
WORKING CONDITIONS
Office environment
Requires flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business – we need to be there when our customers need us SRT111 301255 301255BR
