Customer Retention & Sales Representative I

Mediacom Communications Corporation

Cedar Rapids, IA Customer Service / Sales
GENERAL RESPONSIBILITIES:
Develop and maintain existing relationships with customers who are considering cancellation or downgrade of current Mediacom services by identifying needs and offering solutions.

SPECIFIC RESPONSIBILITIES:
  • Turn reasonable requests for disconnection or downgrade into save opportunities or potential sales.
  • Apply Retention Department’s mission statement to sell Mediacom’s service when possible.
  • Actively listen to customer needs and offer the appropriate Retention promotion to prevent customer from disconnecting or downgrading.
  • Use the Mediacom resources to sell against the competition and explain our competitive edge.
  • Build customer loyalty by providing legendary customer service.
  • Complete disconnect, transfer and seasonal downgrade orders and update customer accounts in customer record database.
  • Educate customers in the use of installed products, service offerings, billing, charges, and product features.
  • Resolve customer complaints and situations calmly and courteously.
  • Troubleshoot and resolve service, pricing and technical problems for customers by asking questions.
  • Meets retention goals set by Company/department.
  • May assist in the training of new Representatives through on-the-job training program.
  • Other duties as assigned.

PREFERRED EXPERIENCE/SKILLS:
  • High School Diploma or equivalent required.
  • 2+ years customer service experience required, sales experience preferred.
  • Customer-oriented mentality.
  • Ability to operate a computer.
  • Effective listening skills with high level of empathy.
  • Effective verbal communication skills, including grammar and tone.
  • Strong ability to ask relevant questions to identify customer needs/concerns.
  • Ability to remain calm and confident while managing confrontation and rejection.
  • Self-motivator - upbeat and with a high energy level.
  • Strong work ethic; team-oriented attitude.

Mediacom Communications EOE/AA; we consider applications without regard to race, color, religion, sex, national origin, disability, or vet status.

Job ID: 65811

Posted 21 days ago

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