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MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.

Establish and maintain a high level of customer satisfaction, professionalism, and courtesy in all retention transactions.

Consistently meet or exceed weekly and monthly retention activity goals by utilizing sound telephone based customer save techniques.

Respond to inbound retention calls promptly and efficiently as outlined by the required call handling metrics to include productive time, schedule adherence, handle time, after call work, etc.

Answer questions pertaining to billing inquiries, pricing and packaging of products and service, and service complaints.

Ability to learn and master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function.

Have a full understanding of and consistently demonstrate proficiency at explaining all products and services to existing customers in an effort to re-sell and retain.

Acquire and demonstrate thorough knowledge of competitors' pricing, packaging, and products in an effort to discuss side by side comparisons of Charter's and competitors' products and services.

Perform other duties as requested by supervisor.

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Demonstrated working knowledge of cable communications products and services to include video (TV), data (internet) and voice (telephone)
Ability to work variable hours; may include weekends, holidays, and split days off

Required Education
High school diploma or equivalent

Required Related Work Experience and Number of Years
Call center experience in the areas of customer service and/or phone sales, or equivalent experience - 2+

WORKING CONDITIONS
Office environment

PHYSICAL AND MENTAL REQUIREMENTS
Mental Requirements
Ability to communicate effectively with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to apply appropriate retention and sales techniques and demonstrate sustained achievement of stated retention goals
Effective computer and consumer electronics skills
Ability to use personal computer and appropriate software applications to include billing system and other role-related tools
Proven verbal and written communication skills
Ability to effectively handle irate customers while attempting to resolve stated issues
Ability to prioritize and organize effectively