Phoenix, AZ, United States
Customer Service, Sales
The Retention Representative is an inside sales position that is responsible for retaining customers. Under immediate supervision, each representative will respond to phone calls in a fast- paced call center and maximize retention opportunities by responding to in-bound disconnect/downgrade calls in a continuous effort to retain customers while promoting and selling CenturyLink products and services to residential customers. The mix of calls answered will be primarily customers with the intent to cancel their account and/or remove strategic products and services. Representatives will also provide extraordinary customer service; to include answering questions, fulfilling orders, troubleshooting problems, responding with information, and limiting call transfers with first call resolution.
Respond to customer requests for information regarding accounts, type of services provided, billing changes, and other inquiries
Show care to each customer by using patience, attentiveness, willingness, and contact ownership to help while being professional and showing respect
Conducts, investigates and ensures appropriate resolution has been reached to meet/exceed customer expectations while meeting customer and product retention and sales targets
Utilize proactive persuasive/retention skills to assist CenturyLink residential customers with concerns or looking to disconnect/downgrade services or products. Utilize all tools, call flows, and offers to best assist the customer.
Re-sell / sell the value of our products and services to customers by aligning product features with our customers’ needs
Consult with customers, using probing questions, togather information and make recommendations for their communication and entertainment needs
Meet required retention and sales objectives by understanding the needs of the customer while driving revenue through upgrading/selling CenturyLink products and services on every call
Establish collaborative customer relationships while utilizing indirect influence and negotiating skills
Perfect the customer experience with difficult customers that have complaints/concerns
Use various computer systems/screens simultaneously to process sales and service orders
Maintain and improve speed, accuracy and quality results by adhering to standards and guidelines
Update retention offers, job and product knowledge by participating in educational opportunities
Data entry with speed and accuracy
Ability to meet and exceed monthly retention and sales goals
Quality oral and written communications skills
Strong listening skills with the ability to ask follow-up questions to understand root cause of issue
Strong customer focus dealing with escalated or irate customers
Excellent punctuality and work attendance history
Proficient in multi-tasking within several computer applications and databases
Ability to handle a high volume of phone calls in a structured environment
Must be flexible to work various shifts, including Saturdays, evenings, mandatory overtime and holidays as necessary
Good negotiating, indirect influencing and persuasive skills with a positive attitude and sales mindset
Prior experience in a retention, customer-facing environment, or commissioned based position
Experience in an in-bound or out-bound call center environment
Six or more months of customer service experience
This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/
This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, creed, veteran status, disability, medical condition, genetic characteristic or information, age, sex, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, protected statuses). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
Nearest Major Market:
Cyber Security, Inside Sales, Telemarketing, Data Entry, Sales, Security, Administrative
Website : http://www.centurylink.com/
CenturyLink is the third largest telecommunications company in the United States and is recognized as a leader in the network services market by technology industry analyst firms. The Company is a global leader in cloud infrastructure and hosted IT solutions for enterprise customers. CenturyLink provides data, voice and managed services in local, national and select international markets through its high-quality advanced fiber optic network and multiple data centers for businesses and consumers. The company also offers advanced entertainment services under the CenturyLink® Prism™ TV and DIRECTV brands. Headquartered in Monroe, La., CenturyLink is an S&P 500 company and is included among the Fortune 500 list of America's largest corporations.