Virtual - Representative 4, Small & Medium Business Direct Sales (Winback) - Retention

Comcast Business is a leading technology provider for small businesses, offering comprehensive connectivity and communication solutions. The role involves supporting customer retention efforts by addressing disconnect requests and negotiating contract renewals, while ensuring customer satisfaction and service continuity.

Responsibilities:

• Uses active listening, empathy and assumes ownership of customer issues through resolution
• Focus on base customer growth and retention, in the mid-market segment, to include advanced voice product upgrades and mobile acquisition sales
• Assist high valued customers such as hospitality/hotel, premier and managed accounts
• 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
• Prepare disconnection and sales documentation for small and medium business and advanced products and work with customer project management teams to complete customer solution and implementation
• Adhere to hourly and daily schedules to ensure customer service levels are met
• Maintain and master knowledge of system order entry and disconnection policy and process
• Meet or exceed budgeted retention and mobile line sales goals for all product lines supported
• Demonstrate 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
• 7-10 Years of relevant work experience
• Uses active listening, empathy and assumes ownership of customer issues through resolution
• Focus on base customer growth and retention, in the mid-market segment, to include advanced voice product upgrades and mobile acquisition sales
• Assist high valued customers such as hospitality/hotel, premier and managed accounts
• 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
• Prepare disconnection and sales documentation for small and medium business and advanced products and work with customer project management teams to complete customer solution and implementation
• Adhere to hourly and daily schedules to ensure customer service levels are met
• Maintain and master knowledge of system order entry and disconnection policy and process
• Meet or exceed budgeted retention and mobile line sales goals for all product lines supported
• Demonstrate 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