Customer Retention Representative R202320214

Apply to: https://jobs.coxenterprises.com/en/jobs/job/r202320214-customer-retention-representative/

Job Number: R202320214

Our customers are the lifeblood of our business. With each customer interaction, you will build meaningful relationships with our valued customers, add new services, upgrade to the next tier, and retain their services. Our retention representatives are the last line of defense and why our customers stay with us.

If you are looking for the next challenge in your career, this role enables you to use your persuasive skillset to help Cox customers rediscover the value of Cox products and services. The Retention Representative role is highly consultative in a dynamic team of call center operators, offering competitive salary and benefits, commission-based earnings, and growth opportunities!

We offer a full-time opportunity with an hourly base rate of at least $ 16.04 and a monthly commission target of $ 1,700. As a high performer, an employee can earn up to $ 70,000 annually. Employees also receive a ramp period of 2 months to adjust to commission earnings. Highly motivated individuals could receive a targeted annual amount of $53,763.

What You’ll Do

You’ll take calls from customers considering downgrading or disconnecting, listening to their concerns and steering them toward solutions so that we can turn the corner on their experience with us.

You’ll have transparent conversations to help customers understand the value of existing Cox products and services while uncovering the need to add additional products and services.

Along the way, you’ll also reaffirm the needs of each customer’s household and influence or solidify why Cox products and services satisfy their needs.

You’ll upsell, cross-sell, and work to retain every customer with whom you interact.

You’ll negotiate to price and identify new opportunities while actively engaging in conversation about our competitors and the value Cox provides (following company guidelines, of course)

You’ll use our customer database to tailor solutions and help customers understand their billing.

What’s In It for You?

How do we retain our Retention Reps? When it comes to our employees, we understand that keeping you on board begins with keeping you happy. Here are just a few ways we do our best to keep you here:

First, there’s Cox’s highly competitive pay and other compensation perks (401k + company match, comprehensive medical benefits, etc.). We also offer free Internet and discounts on Cox services valued at up to $300 monthly. We offer tuition reimbursement for academic pursuits, adoption assistance, paid time off to volunteer, childcare and eldercare resources, pet insurance, and much more.

Good work should be rewarded, not just with a healthy paycheck. The Cox culture values people more than technology, so it’s our goal to make sure you feel recognized for your contributions. It’s also important to work alongside colleagues who “get you.” At Cox, you’ll find a workplace where relationships are crafted with care and successes are celebrated with high fives. We strive to create an environment where you can do what you and everyone, from leadership to new hires, can support and feel supported.

Growth is a good thing. You’ll have opportunities to learn and train to sharpen your skills and explore opportunities within the Cox family of businesses that will continue to challenge and empower you. In the future, you may have the opportunity to cultivate customer relationships in other sectors where we operate, like cleantech, health care, and new forms of transportation mobility.

Who You Are

You’re a persistent and resilient individual who understands that change is a part of every salesperson’s life, and you not only adapt but look forward to change. You’re driven and influential, utilizing persuasion skills to negotiate with customers and help them find products and services that fit their needs while maintaining revenue. You understand that value is the most important part of any sales offer, and you’re not afraid to talk about price or the competition because you know your offer has value. You’re a self-starter who has a familiarity with technology. Your sales approach is consultative because you understand that the customer doesn’t always know what’s available, so digging deep and understanding their needs is more valuable than just taking their order.

Qualifications:

Minimum

High school diploma, GED, or relevant work experience.

Effective communication skills.

Excellent computer skills

Demonstrated ability to multitask.

Excellent interpersonal skills to work effectively with teams.

Excellent ability to persuade others through indirect influence.

Ability to seek opportunities and take initiative with little or no direction.

Demonstrated capacity to thrive in a high-change, often ambiguous business environment.

Ability to establish customer relationships in a fast-paced environment.

Preferred

Experience in the telecommunications industry

1+ years in a sales quota or retention environment

2+ years’ experience in a related field (i.e., Retail, Training, Indirect Sales, etc.)

Join the Cox family of businesses and make your mark today!

About Cox Communications

Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That’s a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you’re interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!

About Cox

Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses – which includes Cox Automotive and Cox Communications – is forging a better future for us all. Ready to make your mark? Join us today!

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.