Telecom Customer Retention Specialist I

Armstrong; Butler (Butler County); On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Benefits on day one

Free Armstrong services

Career development resources

Generous paid time off

Top 10 company culture

Job summary

Armstrong is seeking a Customer Relations Agent to join a high-energy team that handles hundreds of thousands of calls annually and works to retain customers. You will sell and retain Video, Internet, and Telephone services, use retention campaigns, and enter orders in ICOMS while delivering a positive Armstrong experience.

As part of a 9–11 person group, you’ll apply a consultative approach, handle inquiries professionally, and collaborate with teammates to meet retention KPIs and drive

Qualifications

• Sales or retention experience or sales/retention acumen.
• Strong communication skills.
• Customer service experience.
• PC and data entry proficiency.
• Must be very organized.
• Positive attitude and capable of understanding the Power of Change.
• Understands and appreciates the value of a variable pay compensation plan based on target attainment.

Responsibilities

• Handle incoming calls from customers in a call center environment (training provided).
• Sell and retain Video, Internet, and Telephone services.
• Communicate effectively by telephone and email.
• Ask probing questions to determine customer needs and resolve issues.
• Provide feedback to improve products and services (kaizen).
• Describe features/benefits and overcome objections to retain customers.
• Meet department/individual goals and KPIs for retention and revenue.
• Promote Armstrong home entertainment services to customers and act as an Armstrong Ambassador.
• Enter order information into the ICOMS billing system and protect customer data.

Skills

Sales experience

Retention experience

Strong communication

Customer service

PC/data entry

Organized

Positive attitude

Ability to adapt to change

Job description

Armstrong is seeking a Customer Relations Agent to join a high-energy team that handles hundreds of thousands of calls annually and works to retain customers. You will sell and retain Video, Internet, and Telephone services, use retention campaigns, and enter orders in ICOMS while delivering a positive Armstrong experience.

As part of a 9–11 person group, you’ll apply a consultative approach, handle inquiries professionally, and collaborate with teammates to meet retention KPIs and drive