What are the responsibilities and job description for the Retention & Sales Specialist position at ALTAFIBER?
Job Purpose:
The position is responsible for engaging current customers by renewing, upgrading and or migrating residential service for home phone, internet, and video products through outbound dialing. The agent must be self-motivated, be able to work in a fast-paced environment, display exceptional customer service, and consistently meet goals.
Essential Functions:
- Utilize outbound dialing with a focus on retention, upgrades and migration efforts of current customers
- Effectively multi-task between account management, providing feedback to customers responses, offering solutions, discussing product options, and generating service through multiple ordering systems
- Negotiate products and services offered by altafiber utilizing promotional offers generated by marketing
- Increase customer satisfaction and loyalty by customizing products and services to customers' needs
- Place orders and changes to existing service through multiple internal ordering systems
- Maintain, track, change, and input records through SalesForce.com
- Take direction from upper management and complete administrative duties
Education:
Four years of High School or equivalent
Relevant Work Experience:
- 0 to 2 years' experience
- Prior experience in a retention role is preferred
- Prior experience in a call center preferred
- Prior experience in collections preferred
- Strong organizational and time management skills preferred
Special Knowledge, Skills and Abilities:
- Excellent oral, written, and interpersonal communication skills necessary
- Knowledge of Microsoft programs and applications
- Ability to work independently within a team environment with minimal supervision adhering to performance measurements and goals
- Proficient problem solving and analytical skills
- Demonstrated success working in a goal-based environment
Supervisory Responsibility:
This position does not have any supervisory responsibilities
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