Retention Specialist

Zito Media currently has an opening for a Retention Specialist in the Coudersport call center to serve as a primary customer point of contact for retaining customers, sales, activation and support of Zito Media’s Video, High Speed Internet, and Voice Services.  Full-time position, 40 hours per week with an hourly wage a bonus potential. Also includes complimentary internet services (within service area), and a benefit package offering medical, vision, dental and 401k.

Essential functions of the position may include, but are not limited to, the following:

• Prefer candidates with experience handling calls in a call center environment, yet will train the right person.
• Capable of selling and retaining products and services, including Video, Internet, and Telephone.
• Effective communicator over the telephone and via e-mail.
• Understands the importance of a consultative call flow, which requires patient listening and the asking appropriate probing questions to determine customer needs.
• Communicates issues and feedback to the appropriate individuals as it relates to our products and customers to ensure continuous improvement.
• Effectively describes features and benefits and capable of identifying and overcoming objections, as working to retain customers and reenergizing customer loyalty and satisfaction.
• Meet established department/team/individual goals and scorecard requirements for retention Key Performance Indicators (KPIs), including Primary Service Units (PSUs) saved, Revenue Retained, Average Handle Time (AHT), and the like.
• Believes in and promotes Zito Media’s robust home entertainment services to customers, friends, families, and neighbors.
• Provide a quality Experience on every customer contact by resolving customer issues and needs, while introducing/promoting services in a positive manner.
• Accurately enters order information into an ICOMS billing system, including updating of customer accounts, telephone, and contact information. Protects all private customer information.
• Must be collaborative, flexible, and a team player.
• Will place outbound calls, as needed and with special projects.
• Perform other related duties and tasks as assigned or as become evident.