Key Responsibilities
• Learn and apply Retention Sales and Customer Care concepts, procedures, and methodologies.
• Perform entry-level sales and support tasks within a designated region or business area.
• Respond to inbound customer inquiries via phone or ticketing systems, providing personalized and thoughtful communication.
• Actively listen and ask questions to understand customer needs, showing empathy and respect.
• Handle a variety of customer-facing duties, including:
○ Addressing requests to disconnect or remove services
○ Providing billing and pricing information
○ Resolving standard issues remotely or educating customers on resolution steps
○ Scheduling service appointments when remote resolution isn’t possible
○ Arranging product returns or exchanges
○ Managing add/change/delete requests in hosted platforms
• Use effective telephone-based selling skills to:
○ Build rapport and identify customer issues
○ Offer creative solutions and explain product/service benefits
○ Negotiate household spend and upsell additional services
○ Accurately and efficiently input orders
• Meet or exceed weekly and monthly sales activity goals.
• Follow company-approved scripts to ensure consistent communication.
• Assist with special projects as assigned.