Retention Specialist - Customer Care

Job Purpose:

Serves and retains customers by providing product and service information; resolving product and service problems.



Duties:

* Retains cable television, high-speed internet and telephone customers by answering product and service questions; suggesting information about other products and services.



* Opens customer accounts by recording account information.



* Maintains customer records by updating account information.



* Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.



* Maintains financial accounts by processing customer adjustments.



* Recommends potential products or services to management by collecting customer information and analyzing customer needs.



* Uses skills to retain current customers and services by explaining features and benefits.  Conducts phone based surveys and follow up on direct mail pieces.

 

* Contributes to team effort by accomplishing related results as needed.



Skills/Qualifications:

Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking