Virtual - Retention Sales Comcast Business

Comcast is a leading technology provider to small businesses and one of the fastest growing providers of Ethernet services. The role involves supporting Comcast Business Services to retain existing customers by addressing their concerns and renegotiating service agreements. Responsibilities include minimizing churn, meeting retention goals, and maintaining strong communication with clients.

Responsibilities:

• Uses active listening, empathy and assumes ownership of customer issues through to resolution
• Communicates a professional sense of urgency, with various departments, in an effort to rectify customer issues
• Minimizes churn by strategically offering product bundles and price points that meet the needs of the customers' budget and business applications and expands their product mix with Comcast
• Proactively encourages retention by contacting clients at various high propensity churn points in their life cycle (i.e. 3-6 months prior to contract expiration, after successive service calls etc.) to assure customer satisfaction and to re-contract and extend customer relationships where appropriate
• Meets or exceeds budgeted retention goals for all product lines
• Demonstrates strong problem solving and communications skills
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary
• Other duties and responsibilities as assigned

Requirements:

• High School Diploma / GED
• 2-5 Years of relevant work experience
• Uses active listening, empathy and assumes ownership of customer issues through to resolution
• Communicates a professional sense of urgency, with various departments, in an effort to rectify customer issues
• Minimizes churn by strategically offering product bundles and price points that meet the needs of the customers' budget and business applications and expands their product mix with Comcast
• Proactively encourages retention by contacting clients at various high propensity churn points in their life cycle (i.e. 3-6 months prior to contract expiration, after successive service calls etc.) to assure customer satisfaction and to re-contract and extend customer relationships where appropriate
• Meets or exceeds budgeted retention goals for all product lines
• Demonstrates strong problem solving and communications skills
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary
• Customer-Focused
• Workplace Organization
• Persuasion
• Technical Knowledge
• Adaptability
• Communication
• Resilience
• Critical Thinking Problem Solving
• Professional Integrity