Call Center Sales Retention Rep - $18 per Hour Plus Commission & Incentives

Spectrum; San Antonio (TX); On-site; USD 52,018 - 70,800; Full time

Benefits offered by this job

Free Internet Services

Free TV Services

Free Phone Services

Job summary

An established industry player is seeking a Residential Retention Representative to enhance customer retention and upsell core services like internet, TV, and phone. This role involves executing retention strategies, responding to customer inquiries, and maintaining high satisfaction levels. You will play a vital role in ensuring customers stay connected to essential services while achieving personal and team goals. Join a community of dedicated professionals committed to providing exceptional service and support to millions of customers across the nation. If you're passionate about customer engagement and have a knack for sales, this opportunity is perfect for you.

Qualifications

• 2+ years of call center experience in customer service or phone sales.
• Ability to learn and master order processing within the billing system.

Responsibilities

• Maximize opportunities to retain existing customers while upselling core products.
• Support efforts to enhance the customer experience and meet retention goals.

Skills

Customer Service Skills

Sales Techniques

Communication Skills

Problem-solving Skills

Education

High School Diploma or Equivalent

Tools

Billing System

Job description

Our agents earn an hourly base pay of $18.00 along with lucrative commission and incentives for a target hourly earnings of $25.00/hour or $52,018 annually. Top performers can earn $70,800, plus incentives. You may also qualify for free internet, TV and phone services (restrictions do apply).

JOB SUMMARY
The Residential Retention Representative maximizes opportunities to retain existing customers from disconnecting while retaining and upselling core products i.e. video, data and phone. Execute retention strategy that strikes balance between saving customers and retaining revenue.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Establish and maintain a high level of customer satisfaction, professionalism, and courtesy in all retention transactions.
• Consistently meet or exceed weekly and monthly retention activity goals by utilizing sound telephone based customer save techniques.
• Respond to inbound retention calls promptly and efficiently as outlined by the required call handling metrics to include productive time, schedule adherence, handle time, after call work, etc.
• Answer questions pertaining to billing inquiries, pricing and packaging of products and service, and service complaints.
• Ability to learn and master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function.
• Have a full understanding of and consistently demonstrate proficiency at explaining all products and services to existing customers in an effort to re-sell and retain.
• Acquire and demonstrate thorough knowledge of competitors’ pricing, packaging, and products in an effort to discuss side by side comparisons of Charter’s and competitors’ products and services.
• Perform other duties as requested by supervisor.

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge

• Ability to read, write, speak, and understand English.
• Demonstrated working knowledge of cable communications products and services to include video (TV), data (internet) and voice (telephone).
• Ability to work variable hours; may include weekends, holidays, and split days off.

Required Education
High school diploma or equivalent.

PREFERRED QUALIFICATIONS
Preferred Related Work Experience and Number of Years
Call center experience in the areas of customer service and/or phone sales, or equivalent experience - 2+ years.

WORKING CONDITIONS
Office environment.

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CRT110 2025-49938 2025

A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

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