Call Center Retention Rep (Full-Time)

The Concord Call Center is looking to hire Full-Time Retention Reps for a June New Hire Class! Applicants selected for this position will be contacted via email. Please check your email on a regular basis.

The Retention department is open 7 days a week. The shifts for these full time (40 hours/week) positions may include evenings, double weekends and holidays. You must be completely flexible with your schedule- NO EXCEPTIONS!

Additionally you will be required to attend comprehensive job training Mon-Fri, 8am-5pm for the first 5 weeks of employment.

The strongest candidates will possess at least 2-5 years of call center/sales experience. There are sales and performance quotas to be met. The base salary is $15.66/hour plus commissions and company benefits are available.

Primary Purpose
Meet the retention goals and objectives of the system by providing informed responses and proactive suggestions to customers requesting to disconnect one or more revenue growth units. Ensure customer is receiving the most value for his or her money while ensuring long-term customer satisfaction.

Major Duties and Responsibilities
• Handle inbound calls from voice, video and data customers that indicate RGU disconnect via IVR selection and/or indication to representative.
• Defuse upset customers and gain their trust by helping to solve their problems.
• Identify reason(s) for disconnect and overcome objections in an effort to retain the customer.
• Saves and sells the value of our video, data and phone products by properly aligning their features, benefits and price with the wants and needs of our customers.
• Provide exceptional customer care across all call types including escalations, technical support and billing.
• Track the primary reasons for requests to disconnect service in specific geographic areas by competition and forward the information to the appropriate departments for further investigation.
• Identify problems experienced by customers and utilizes problem-solving skills to correct and satisfy customer.
• Take ownership of customers’ concerns and acts as a primary contact, providing your name and telephone extension to help build confidence.
• Act as intermediary between customer and appropriate departments to ensure customer satisfaction.
• Knowledgeable of all marketing campaigns, competitive campaigns/pricing, save offers, and makes appropriate use of campaigns/save offers in retaining customers.
• Knowledgeable in all competitive offers. Able to offer the customers valid reason for not transferring service to competitor or disconnecting services.
• Punctual, regular, and consistent attendance is required. Must be available for overtime or extended hours, as needed.
• Perform other related duties as assigned.



Required Skills:
• High school diploma or equivalent is required.
• Two to five years call center/sales experience.
• Must be able to work a flexible shift including but not limited to weekends as well as evenings and holidays.
• Must be available to work overtime or extended hours, as needed.
• Must have the ability to troubleshoot customer support issues, sell, retain, provide repair coordination, billing, and general customer support for CDP or Comcast Digital Voice, Comcast Cable, and Comcast Internet services and products.

Comcast is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Comcast via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Comcast HR/Recruitment will be deemed the sole property of Comcast. No fee will be paid in the event the candidate is hired by Comcast as a result of the referral or through other means.