Business Retention Representative (RBAR)

Cable One; United States; Remote; USD 42,000 - 65,000; Full time

Benefits offered by this job

Tuition reimbursement

Internet stipend

Community support

Recognition programs

Advancement opportunities

Collaborative environment

Job summary

Cable One is seeking a Remote Retention Business Account Representative to develop and renew contracts for our voice and broadband services with small to mid-sized business customers. You will contact customers who call to disconnect, demonstrate value, and resolve concerns to keep their business with us.

Responsibilities include renewing contracts, answering questions, and collaborating with other departments to resolve issues. Prior sales experience and a customer-first mindset are encouraged.

Qualifications

• High school diploma or GED or 3–6 months related experience or equivalent combination of education and experience.
• We prefer telecommunications experience but can teach.
• Prior sales experience preferred.
• Ability to work independently and in a team.
• Detail oriented and self-starter.
• Stay calm and patient with frustrated customers.
• Be persistent and professionally sell after a decline.
• Problem-solving to find creative ways to close a sale.

Responsibilities

• Retain customers who call to reduce or cancel services.
• Renew contracts with current customers.
• Follow up with subscribers to answer questions or confirm assistance.
• Identify reasons for dissatisfaction and provide prompt resolution to retain customers.
• Upsell Sparklight products to existing business customers (digital, HSD, phone).
• Collaborate with other departments to resolve customer concerns.
• Take on additional duties to support company values and goals.

Skills

Sales experience

Customer service

Teamwork

Problem-solving

Patience

Education

High school diploma or GED

Job description

Remote

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.
• 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