Business Retention Representative (RBAR)

Cable One, Inc.; Phoenix (AZ); On-site; USD 35,000 - 48,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

401(k) match

Paid time off

Tuition reimbursement

Job summary

Cable One, Inc. is seeking a Retention Business Account Representative to engage small and mid-size business customers. You will work to understand their needs, renew contracts, and resolve issues to keep customers satisfied.

You will contact customers who call to disconnect, demonstrate the value of Cable One services, and upsell digital, high-speed data, and phone offerings. Strong communication and problem-solving are essential.

Qualifications

• High school diploma or GED required; or 3–6 months related experience.
• Experience in telecommunications and sales preferred.
• Ability to work independently and in a team environment.
• Must be detail oriented, patient, and able to stay calm when customers are frustrated.

Responsibilities

• Retain customers who call to reduce or cancel services.
• Renew contracts and maintain existing business customer base.
• Upsell Sparklight products to current customers.
• Collaborate with other departments to resolve customer questions or concerns.

Skills

Customer service

Independent work

Detail oriented

Problem solving

Excellent communication

Education

High school diploma / GED

Associate’s degree preferred

Tools

Telecom knowledge

Job description

**Job Description:**At Cable One and our family of brands, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.We’re looking to add to our already amazing team of associates. If you’d like to join an organization that is dedicated to customer and associate satisfaction, check out this exciting sales opportunity.Cable One’s Retention Business Account Representatives are responsible for developing, renewing contracts, and maintaining a base of existing business customers who subscribe to our voice and broadband services. As a Representative, you will speak to small and medium-sized companies who call in to disconnect their services. Your goal will be to show them the value that Cable One can bring to their company by showing them services that may better fit their needs or troubleshoot to resolve their current concerns.**What you will do to contribute to the company's success*** Use a variety of problem-solving techniques to retain customers who call to reduce or cancel their services.* Connect with our current customers and help them renew their contracts.* Follow up with subscribers to answer their questions or confirm if we can help answer their questions.* Identify reasons for customer dissatisfaction with product and provide prompt resolution in order to retain the customer.* Up-sells Sparklight products that include digital, HSD, and phone to existing business customers.* Team up with other departments here at Sparklight to help answer customer questions or resolve their concerns.* This position has the expectation and responsibility to take on other duties needed to help drive our Purpose, fulfill our Brand Principles, and abide by our Organization's Values.**Qualifications*** High school diploma or general education degree (GED); or three to six months related experience and/or training; or equivalent combination of education and experience. Associate’s degree (A.A.) preferred.* We prefer for you to have experience in telecommunications, but we are happy to teach you!* Prior sales experience preferred.* Requires the ability to work independently and in a team environment.* Must be detailed oriented and self-starter.* You will be working with customers who may be frustrated, we are looking for candidates who can keep calm and be patient in all situations.* Confidence to be persistent and professionally sell our services after a customer declines on an offer.* Problem-solving is key! Sometimes you will need to look for creative routes to get the customer to say 'yes' to a sale!**Core Competencies*** **Committed:**Values each and every customer, while working hard to keep their business and support our communities.* **Helpful:** Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.* **Proactive:** Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.* **Personal:**Knows our customers well, and tailors our communications and interactions to address their needs and expectations.**Benefits**Cable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as:* Medical, dental, and vision plans – start when you start!* Life insurance (self, spouse, children)* Paid time off (vacation, holiday, and personal/sick days)* 401(k) - 100% company match (match program starts after 1 year of service, up to 5% of eligible compensation)* Group Legal plan with Identity Theft Protection**Additional Perks*** Tuition reimbursement (up to $5,250 on 1st year)* Up to seventy-five dollars a month towards cable and internet services* Annual community support to various organizations across the U.S.* Associate recognition & awards programs* Advancement opportunities* Collaborative work environment**Our Commitment**Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. \"Stronger Together\" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.**Pre-hire Processes**Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.