Retention Representative

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.

QUALIFICATIONS:

Minimum Requirements: Three to five years of customer service experience with a focus on sales and/or retention. Ability to operate a computer and type 30 wpm. Must sit or stand for prolonged periods with repetitive hand motions. Must have ability to complete all work Preferred Skills/Qualifications Demonstrated ability to Think Customer First, plan and work independently. Effective listening skills with high level of empathy. Effective verbal communication skills, including diction, grammar and tone. Ability to probe and correctly identify customer needs/concerns. Problem solving ability. Proven ability in objection handling techniques. Knowledge of company products, services, marketing campaigns and save offers. Ability to provide complete customer service, overcome customer objections and retain customers. Self-motivator - upbeat and with a high energy level Strong customer focus. Team player. Strong work ethic. Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-free workplace employer.

Comcast is an EEO/AA/ Drug Free Workplace

If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=500111-3-603