Call Center Sales Retention Rep (Forest Point) - $18 per Hour Plus Commission & Incentives

Spectrum; Charlotte (NC); On-site; USD 52,018 - 70,800; Full time

Benefits offered by this job

Free Internet Services

Free TV Services

Free Phone Services

Lucrative Commission

Incentives for Top Performers

Job summary

An established industry player is seeking a Residential Retention Representative to enhance customer retention and satisfaction. In this role, you will engage with customers to prevent disconnections while promoting core services like video, data, and phone. Your ability to communicate effectively and utilize customer save techniques will be key to meeting retention goals. Join a dynamic team that values your contributions and offers a comprehensive benefits package, ensuring you build a fulfilling career while connecting customers to what matters most in their lives.

Qualifications

• Ability to read, write, speak, and understand English.
• Demonstrated knowledge of cable communications products.

Responsibilities

• Maximize opportunities to retain customers and upsell core products.
• Respond to inbound retention calls and handle customer inquiries.

Skills

Customer Service Skills

Communication Skills

Problem-Solving Skills

Sales Techniques

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

1. Actively and consistently support all efforts to simplify and enhance the customer experience.
2. Establish and maintain a high level of customer satisfaction, professionalism, and courtesy in all retention transactions.
3. Consistently meet or exceed weekly and monthly retention activity goals by utilizing sound telephone based customer save techniques.
4. 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.
5. Answer questions pertaining to billing inquiries, pricing and packaging of products and service, and service complaints.
6. 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.
7. 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.
8. 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.
9. Perform other duties as requested by supervisor.

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge

1. Ability to read, write, speak, and understand English
2. Demonstrated working knowledge of cable communications products and services to include video (TV), data (internet) and voice (telephone)
3. 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+

WORKING CONDITIONS
Office environment

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CRT110 2025-48839 2025

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