Retention Representative

Midcontinent; Sioux Falls (SD); Remote; USD 35,000 - 55,000; Full time

Benefits offered by this job

Free Internet

TV provided

Monthly incentives

Career progression

Shift differentials

Job summary

Midco in Sioux Falls seeks a customer retention specialist to help retain customers and upsell residential services through inbound and proactive outbound calls. After training, this remote role lets you work from home four days per week, with schedule 8am-8pm, and offers monthly incentives of 1,000–1,500 and opportunities for career progression.

Applicants should have a High School diploma or GED and at least 1 year of sales/retention or service experience; knowledge of Microsoft Office is

Qualifications

• High School diploma or GED required.
• 1 year of sales/retention and/or service experience required.
• Associate or bachelor’s degree preferred.
• Working knowledge of Microsoft Office (Outlook, Word, Excel, PowerPoint).

Responsibilities

• Handle inbound calls from residential customers to disconnect, add services, or inquire about pricing.
• Make outbound calls to retain customers and upsell.
• Record transactions accurately for installs, changes, repairs and other services.
• Collaborate with Sales and Service teams to ensure a superior customer experience.
• Address customer questions and concerns with a focus on satisfaction and retention.

Skills

Sales experience

Customer service

Problem solving

Written communication

Teamwork

Education

High School diploma or GED

Associate or Bachelor's degree preferred

Tools

Microsoft Office

Job description

Work from home 4 days per week after training. Free Internet and TV starting day 1! Shift differentials available! Monthly sales incentives of $1,000-$1,500 per month for top performers! Opportunities for career progression! This position requires schedule availability from 8am-8pm, Monday-Friday (with initial shift of 11am-8pm, Monday-Friday).

Job Purpose

Contribute in the achievement of Midco revenue objectives through retaining customer loyalty by listening to their individual needs, establishing value of Midco products and services, and presenting customized solutions that fit the customer’s needs.

Key Functions

• Service inbound calls from residential customers requesting to disconnect service, add to services, change current services, or inquire about their current pricing.
• Complete proactive retention efforts by making outbound calls in order to build customer loyalty.
• Exceed organizational goals for revenue by retaining and upselling.
• Assist customers who have complex issues or questions about their billing.
• Save customer relationships by completing a needs assessment, making service recommendations, and presenting the value of products and services.
• Provide recommendations through value-based selling
• Understand customers concerns and tailor a plan of action in order to retain a customer relationship.
• Establish rapport and communicate effectively in all forms of communication with internal and external customers when taking inbound and making outbound calls.
• Handle inquiries with the ability to assess, analyze, and problem solve complex situations while maintaining a positive customer relationship.
• Address customer complaints with the goal of increasing satisfaction and securing the customer relationship.
• Accurately record customer transactions and complete all necessary requirements for installs, service changes, repairs, and all other customer transactions.
• Work closely with the internal team members and external Sales and Service teams to ensure an exceptional customer experience.
• Communicate effectively and professionally in all forms of communication with internal and external customers.
• Adhere to Midco privacy guidelines to ensure each customer’s privacy.
• Maintain regular attendance as required by your position.

Additional Functions And Responsibilities

• Must be goal-driven
• Actively participate in team efforts to support and establish exceptional customer experiences.
• Function as an effective team member while supporting the efforts and concepts of other departments.
• Support the mission, vision, and values of Midco.
• Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas of responsibility.
• Possess an enthusiastic, energetic, self-motivated, creative, and detail-oriented approach on customer interactions and projects.
• Possess strong written skills.
• Possess strong problem-solving, critical-thinking and decision-making skills while using good business acumen.
• Ability to create positive customer experiences with a focus on growing revenue for the business.
• Change from one task to another without loss of efficiency or composure.
• Maintain a positive work atmosphere by acting and communicating in a manner so that that develops positive relationships with team members, customers and leadership.
• Identify opportunities for improvement while creating and implementing viable solutions for customers.
• Actively follow Midco policies and procedures.
• Perform other duties as assigned.

Experience And Education

• High School diploma or GED required.
• Associate or bachelor’s degree preferred.At least 1 year of previous sales/retention and/or service experience required.
• Leadership experience preferred.
• Working knowledge of Microsoft Office products (Outlook, Word, Excel, and PowerPoint).

Work Environment And Physical Demands

• Call Center Environment, in a cubical, wearing a headset.
• Must remain at workstation for long periods of time.
• Extremely time sensitive in order to meet customer demand.
• Heavy keyboard/mouse usage required with repetitive movements.
• The noise level in the work environment is moderate to loud.
• Employees may be required to work in excess of 40 hours per week.
• Most shifts are outside normal business hours, and include rotating holidays, evenings, and weekends as business demands.