Customer Retention Representative

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  "id": "84077618",
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  "name": "Customer Retention Representative",
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        "jobDescription": {
          "text": "<p>As a Customer Retention Representative, you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative of the Cox brand. The Customer Retention Representative is part of a supportive, service-oriented team that:</p><p>•\tResponds to call center customer retention calls for all Cox residential services and product lines.</p><p>•\tIdentifies and resolves customer issues.</p><p>•\tExercises creative negotiation skills to motivate customers to continue using Cox services.</p><p>•\tOffers additional or upgraded services, while providing a quality customer experience.</p><p>•\tLives the Cox Values, by demonstrating an approach towards people and work that is consistent with the overall values of the company.</p><p>Unleash your potential with Cox Communications as a Customer Retention Representative, where you’ll be enhancing the lives of our customers and your career.</p><p><b>Primary Responsibilities and Essential Functions</b></p><p>•\tReceive inbound retention calls from current customers, for sales and revenue generation, in a high-intensity call center environment.</p><p>•\tUtilize proactive persuasive/retention skills to turn requests for disconnection or downgrade into sales and save opportunities by identifying customer needs.</p><p>•\tAchieve monthly key performance metrics, call and order entry productivity standards, and call quality performance through utilization of persuasive skills, defined call flow structure, and adherence to provided schedule.</p><p>•\tEducate customers on active product features, service offerings, billing, charges, and product value.</p><p>•\tUnderstand and promote current marketing campaigns in order to sell to or save customers accurately and effectively.</p><p>•\tIncrease revenue through up-selling and cross-selling video, HSI, wireless, and telephony services to existing customers.</p><p>•\tResearch and review competitive pricing and service offerings in order to provide competitive price and product comparisons based on customer needs.</p><p>•\tResponsible for utilizing multiple customer databases to access, change or input account information for customers.</p><p>•\tProvide outstanding customer service, troubleshoot and resolve service and minor technical problems for customers by asking appropriate questions.</p><p>•\tCreatively negotiate pricing and bundling by making offers of credits and/or discounts according to Company guidelines.</p><p>•\tComplete installation, disconnect, transfer and seasonal downgrade orders and update customer accounts utilizing customer record database.</p><p>•\tOther duties as assigned.</p>",
          "title": "Job Description"
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        "qualifications": {
          "text": "<p><b>Minimum </b></p><p>•\tHS diploma, GED, or relevant work experience. </p><p>•\tEffective communication skills.</p><p>•\tExcellent computer skills.</p><p>•\tDemonstrated ability to multi-task.</p><p>•\tExcellent interpersonal skills to work effectively with teams throughout organization. </p><p>•\tExcellent ability to pursuade others through indirect influence.</p><p>•\tDemonstrated ability to seek out and seize opportunities and take initiative with little or no direction.</p><p>•\tDemonstrated ability to establish collaborative customer relationships in a fast-paced environment.</p><p>•\tDemonstrated capacity to thrive in a high-change, often ambiguous business environment.</p><p>•\tEligibility to work in the United States. </p><p><b>Preferred </b></p><p>•\tExperience in telecommunications industry.</p><p><br /></p>",
          "title": "Qualifications"
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          "text": "<p><b>Your Career at Cox</b></p><p> <span>From the valued customers we connect through our innovative communications services, to the employees we unite through exciting career opportunities, Cox is all about bringing people together and enhancing their lives.</span></p><p><span>Cox is known for its pioneering efforts in cable, telephone and commercial services, industry-leading customer care, and its outstanding workplaces. We are always looking for talented professionals to join our team! Cox offers competitive salaries, an excellent benefits package (healthcare, pension, and 401k) and a best-in-class working environment.</span></p><p><span>Cox is an equal employment opportunity employer, disabled/protected/veteran and a wholly owned subsidiary of Cox Enterprises. Learn more at: http://www.cox.com/.</span></p><p><span>Statement to ALL Third Party Agencies and Similar Organizations: Cox Communications accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox Communications employees, or send to any Cox Communications facility. Cox Communications is not responsible for any fees or charges associated with unsolicited resumes.</span><br /></p><p><br /></p><p><br /></p>",
          "title": "Company Description"
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        "additionalInformation": {
          "text": "<p>All your information will be kept confidential according to EEO guidelines.</p><p><b>APPLY AT: http://www.cox.com/aboutus/careers/search-jobs.cox (JOB CODE 142435)</b></p>",
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