Inbound Retention

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Date: Oct 14, 2017

Location: Phoenix, AZ, US, 85012

CenturyLink (NYSE: CTL) is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink for more information.

Job Summary

CenturyLink (NYSE: CTL) is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink for more information.

Job Description

Requisiton # 156241

Job Description:

The Retention Representative is an inside sales position that is responsible for retaining customers. Under immediate supervision, each representative will respond to phone calls in a fast- paced call center and maximize retention opportunities by responding to in-bound disconnect/downgrade calls in a continuous effort to retain customers while promoting and selling CenturyLink products and services to residential customers. The mix of calls answered will be primarily customers with the intent to cancel their account and/or remove strategic products and services.  Representatives will also provide extraordinary customer service; to include answering questions, fulfilling orders, troubleshooting problems, responding with information, and limiting call transfers with first call resolution.

Job Tasks and Responsibilities:

  • Respond to customer requests for information regarding accounts, type of services provided, billing changes, and other inquiries
  • Show care to each customer by using patience, attentiveness, willingness, and contact ownership to help while being professional and showing respect
  • Conducts, investigates and ensures appropriate resolution has been reached to meet/exceed customer expectations while meeting customer and product retention and sales targets
  • Utilize proactive persuasive/retention skills to assist CenturyLink residential customers with concerns or looking to disconnect/downgrade services or products.  Utilize all tools, call flows, and offers to best assist the customer.
  • Re-sell / sell the value of our products and services to customers by aligning product features with our customers’ needs
  • Consult with customers, using probing questions,  togather information and make recommendations for their communication and entertainment needs
  • Meet required retention and sales objectives by understanding the needs of the customer while driving revenue through upgrading/selling CenturyLink products and services on every call
  • Establish collaborative customer relationships while utilizing indirect influence and negotiating skills
  • Perfect the customer experience with difficult customers that have complaints/concerns
  • Use various computer systems/screens simultaneously to process sales and service orders
  • Maintain and improve speed, accuracy and quality results by adhering to standards and guidelines
  • Update retention offers,  job and product knowledge by participating in educational opportunities
  • Data entry with speed and accuracy

#LI-POST1

Qualifications

Required Skills and Abilities:

  • Ability to meet and exceed monthly retention and sales goals
  • Quality oral and written communications skills
  • Strong listening skills with the ability to ask follow-up questions to understand root cause of issue
  • Strong customer focus dealing with escalated or irate customers
  • Excellent punctuality and work attendance history
  • Proficient in multi-tasking within several computer applications and databases
  • Ability to handle a high volume of phone calls in a structured environment
  • Must be flexible to work various shifts, including Saturdays, evenings, mandatory overtime and holidays as necessary
  • Computer literacy
  • Good negotiating, indirect influencing and persuasive skills with a positive attitude and sales mindset

Preferred Qualifications:

  • Prior experience in a retention, customer-facing environment, or commissioned based position
  • Experience in an in-bound or out-bound call center environment
  • Six or more months of customer service experience

 

Work Environment:

  • Share a room with others performing similar work
  • Work in a room with continuous noise
  • Primarily perform work duties sitting or standing at a workstation utilizing a computer and headset for extended periods of time while under fluorescent lights
  • Work in a structured environment with adherence to firmly scheduled break times

 

“Other Duties” Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.”

This position is part of a bargaining unit and represented by a union.  Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b)  required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”).  We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

Education

Requisiton # 156241

Job Description:

The Retention Representative is an inside sales position that is responsible for retaining customers. Under immediate supervision, each representative will respond to phone calls in a fast- paced call center and maximize retention opportunities by responding to in-bound disconnect/downgrade calls in a continuous effort to retain customers while promoting and selling CenturyLink products and services to residential customers. The mix of calls answered will be primarily customers with the intent to cancel their account and/or remove strategic products and services.  Representatives will also provide extraordinary customer service; to include answering questions, fulfilling orders, troubleshooting problems, responding with information, and limiting call transfers with first call resolution.

Job Tasks and Responsibilities:

 

  • Respond to customer requests for information regarding accounts, type of services provided, billing changes, and other inquiries
  • Show care to each customer by using patience, attentiveness, willingness, and contact ownership to help while being professional and showing respect
  • Conducts, investigates and ensures appropriate resolution has been reached to meet/exceed customer expectations while meeting customer and product retention and sales targets
  • Utilize proactive persuasive/retention skills to assist CenturyLink residential customers with concerns or looking to disconnect/downgrade services or products.  Utilize all tools, call flows, and offers to best assist the customer.
  • Re-sell / sell the value of our products and services to customers by aligning product features with our customers’ needs
  • Consult with customers, using probing questions,  togather information and make recommendations for their communication and entertainment needs
  • Meet required retention and sales objectives by understanding the needs of the customer while driving revenue through upgrading/selling CenturyLink products and services on every call
  • Establish collaborative customer relationships while utilizing indirect influence and negotiating skills
  • Perfect the customer experience with difficult customers that have complaints/concerns
  • Use various computer systems/screens simultaneously to process sales and service orders
  • Maintain and improve speed, accuracy and quality results by adhering to standards and guidelines
  • Update retention offers,  job and product knowledge by participating in educational opportunities
  • Data entry with speed and accuracy

Required Skills and Abilities:

  • Ability to meet and exceed monthly retention and sales goals
  • Quality oral and written communications skills
  • Strong listening skills with the ability to ask follow-up questions to understand root cause of issue
  • Strong customer focus dealing with escalated or irate customers
  • Excellent punctuality and work attendance history
  • Proficient in multi-tasking within several computer applications and databases
  • Ability to handle a high volume of phone calls in a structured environment
  • Must be flexible to work various shifts, including Saturdays, evenings, mandatory overtime and holidays as necessary
  • Computer literacy
  • Good negotiating, indirect influencing and persuasive skills with a positive attitude and sales mindset

Preferred Qualifications:

  • Prior experience in a retention, customer-facing environment, or commissioned based position
  • Experience in an in-bound or out-bound call center environment
  • Six or more months of customer service experience

 

Work Environment:

  • Share a room with others performing similar work
  • Work in a room with continuous noise
  • Primarily perform work duties sitting or standing at a workstation utilizing a computer and headset for extended periods of time while under fluorescent lights
  • Work in a structured environment with adherence to firmly scheduled break times

 

“Other Duties” Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.”

 

 

This position is part of a bargaining unit and represented by a union.  Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b)  required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”).  We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.


Nearest Major Market: Phoenix

Job Segment: Consulting, Inside Sales, Telemarketing, Call Center, Data Entry, Technology, Sales, Customer Service, Administrative


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