How to Become a Customer Retention Representative
Step 1: Understand the job description and responsibilities of a Customer Retention Representative
What does a Customer Retention Representative do?
A Customer Retention Representative processes orders, prepares correspondence, and fulfills needs of existing customers that are at risk of cancelling services or orders. Addresses complaints with the goal of increasing satisfaction and securing renewals or saves. Being a Customer Retention Representative offers discounts or special deals as needed and within pre-established limits. Requires a high school diploma or equivalent. Additionally, Customer Retention Representative typically reports to a supervisor or manager. To be a Customer Retention Representative typically requires 1-3 years of related experience. May be entry level if some experience in the skill. Gains or has attained full proficiency in a specific area of discipline. Works under moderate supervision.
Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.
They typically provide services by phone, but some also interact with customers face to face, by email, or live chat.
The specific duties of customer service representatives vary by industry.
From the valued customers we connect through our innovative communications services, to the employees we unite through exciting career opportunities, Cox is all about bringing people together and enhancing their lives.
Cox is known for its pioneering efforts in cable, telephone and commercial services, industry-leading customer care, and its outstanding workplaces.
Step 2: Learn best tips to become a Customer Retention Representative
Best tips for those who want to become a Customer Retention Representative
Here are some tips to become a Customer Retention Representative.
Step 3: View best colleges and universities for Customer Retention Representative
Best colleges and universities for Customer Retention Representative
- Butler University
- Carroll College
- Cooper Union
- High Point University
- Princeton University
- Providence College
Step 4: Think about whether is it worth to be a Customer Retention Representative
Is being a Customer Retention Representative Worth it?
As a Customer Retention Representative, you will play a pivotal role in the continuedstability and growthof our organization, by serving as a front-line representative of the Cox brand in a retention sales capacity.
Exercise creative negotiation and sales technique to motivate customers to continue using Cox services.
Sell additional or upgraded services, while providing a quality customer experience.
Increase revenue through up-selling and cross-selling video, HSI, wireless, and telephony services to existing customers.
Required Skills · Strong customer service skills · Excellent verbal and written communication….
Step 5: Prepare relevant skills for being a Customer Retention Representative
What skills do you need to be a Customer Retention Representative?
Supporting level roles often require a broad range of skills to ensure jobs can be executed accurately and efficiently. Some of the more relevant day-to-day skills for this role include: Client Administration, Customer Care and Billing, Customer Communications, Customer Complaint Escalation, Customer Complaint Resolution, Customer Engagement, Customer Interaction, Customer Lifecycle Management, Customer Relations, Customer Relationship Management (CRM), Customer Retention, Customer Satisfaction, Customer Service Metrics, Customer Support, Escalation Management, Issue Resolution. In this role, you should command of the following: Customer Service Monitoring Software. Success in this function is highly dependant upon these skills, as well as others specific to each individual company.
The Customer Service Representative receives comprehensive training to ensure success in customer acquisition, retention, and support.
· Effective communication skills that help deescalate customer calls while problem solving.
· The ability to work with multiple screens and programs open to help resolve customer issues.
As a Customer Retention Representative, you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative of the Cox brand.
Exercises creative negotiation skills to motivate customers to continue using Cox services.
Step 6: View average salary for Customer Retention Representative
How much does a Customer Retention Representative make?
The average salary range for a Customer Retention Representative is from $33,453 to $40,583. The salary will change depending on your location, job level, experience, education, and skills.
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Average salary for Customer Retention Representative jobs
- Customer Retention Representative I
- Customer Retention Representative II
- Customer Retention Representative III
- Customer Service/Retention Representative, Senior
- Customer Service/Retention Representative, Entry
- Customer Service/Retention Representative, Experienced
- Customer Retention Supervisor
- Customer Retention/Insights Manager
- Customer Satisfaction & Retention Manager