Cox Communications Now Hiring Customer Retention Representative (142434) Cox Communications is the nation’s third largest cable and broadband company, serving about 6 million customers. About the Role As a Customer Retention Representative, you will play a pivotal role in the stability and growth of our organization by serving as a front‑line representative of the Cox brand. Primary Responsibilities and Essential Functions Receive inbound retention calls from current customers to generate sales and revenue in a high‑intensity call center environment. Utilize proactive persuasive and retention skills to turn requests for disconnection or downgrade into sales and save opportunities by identifying customer needs. Achieve monthly key performance metrics, call and order entry productivity standards, and call quality performance. Educate customers on active product features, service offerings, billing, charges, and product value. Understand and promote current marketing campaigns to accurately and effectively sell to or save customers. Increase revenue through up‑selling and cross‑selling video, high‑speed internet, wireless, and telephony services to existing customers. Research and review competitive pricing and service offerings to provide competitive price and product comparisons based on customer needs. Utilize multiple customer databases to access, change or input account information. Provide outstanding customer service, troubleshoot and resolve service and minor technical problems for customers by asking appropriate questions. Creatively negotiate pricing and bundling by making offers of credits and/or discounts according to company guidelines. Complete installation, disconnect, transfer and seasonal downgrade orders and update customer accounts utilizing the customer record database. Other duties as assigned. Minimum Qualifications High school diploma, GED, or relevant work experience. Demonstrated ability to multitask. Excellent interpersonal skills and ability to work effectively with teams throughout the organization. Excellent ability to persuade others through indirect influence. Ability to seek out and seize opportunities and take initiative with little or no direction. Ability to establish collaborative customer relationships in a fast‑paced environment. Capacity to thrive in a high‑change, often ambiguous business environment. Preferred Qualifications Experience in the telecommunications industry. One or more years in a sales quota or retention environment. Two or more years of experience in a related field (e.g., retail, training, indirect sales). Benefits Competitive salaries, health care, pension, and 401(k) are included in our benefits package. Equal Employment Opportunity Statement Cox is an equal employment opportunity employer, disabled/protected/veteran, and a wholly owned subsidiary of Cox Enterprises. #J-18808-Ljbffr Cox Enterprises
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