Spherion
divh2Consumer Retention Specialist/h2pSpherion has a DIRECT HIRE opportunity for a Consumer Retention Specialist within the telecommunication industry. If you are skilled in sales, customer service and are highly motivated, this position is right for you! Located on the west side of Madison, you will be in the heart of it all!/ppThe Consumer (Retention) Specialist is a cross-trained, multi-skilled agent. This person is capable of handling first level escalated Retention, Sales and Customer Care calls for customers. This roles primary responsibility is to protect existing revenue by retaining customers that are calling to disconnect their service due to service failures, competitive offers and billing issues./ppThe Consumer Retention Specialist must continually demonstrate strong sales skills in the areas of negotiation, save techniques, and interpersonal communication
problem solving skills, which will maintain long term customer relations with the existing customer base while reducing churn and increasing revenue. In addition to taking calls, this position also answers customer inquiries from the chat application as well as from all other social media channels including but not limited to email from the website, Facebook, bloggers, and Twitter./ppHours during training are 8am-5pm Monday through Friday; then the hours become 9am-6pm Monday through Friday. There is a potential for a rotational Saturday shift once every 5-6 weeks./ppResponsibilities:/pulliAnswers escalated calls transferred to the queue for Retention, disconnect and downgrade call types routed. Uses save techniques that involve negotiation
interpersonal communication skills, in order to prevent customer churn. also Is also responsible for reselling customers on the benefits of having service, subsequently protecting existing revenue./liliResolves complex/escalated customer problems in partnership with other teams to ensure long term solutions to avoid future issues./liliMakes outbound calls to customers that have called or emailed requests to disconnect service./liliResponsible for identifying the root cause for customer requests and works with the customer to resolve all issues and concerns, maintaining the Companys existing customer-base./liliThe Consumer Specialist may also answer customer inquiries from the chat application as well as from all other social media channels including but not limited to email from the website, Facebook, bloggers, and Twitter./liliKeeps current with Promotions, Products and Technology necessary to meet or exceed sales goals./liliRegular attendance and promptness for work are essential functions of this position. Absenteeism and tardiness significantly impact the ability of the Company and position peers to meet customer needs./li/ulpRequired Qualifications/pulli1+ year(s) experience in a sales role/lili2+ years experience using a PC with various software packages./liliMust follow the attendance guidelines to meet our customers needs./li/ulpOther Qualifications/pulliAbility to meet or exceed sales goals./liliDemonstrate strong negotiation, selling and closing skills in reselling the service to customers who are requesting to disconnect their service/liliExcellent interpersonal communication skills (i.e., verbal, written, listening)./liliPossess a strong sense of customer focus/liliMust possess strong decision making and problem solving skills/liliAbility to handle a high volume of phone calls in a structured, contact center environment/liliExperience working with escalated customer issues and problem resolution/liliMust show the ability to be flexible in roles, schedules and situations with customers/li/ulpThis position will start in January 2016. All interviews must be completed by the 2nd week of December! Candidates with SOLID retail/customer service experience are strongly encouraged to apply./p/div
problem solving skills, which will maintain long term customer relations with the existing customer base while reducing churn and increasing revenue. In addition to taking calls, this position also answers customer inquiries from the chat application as well as from all other social media channels including but not limited to email from the website, Facebook, bloggers, and Twitter./ppHours during training are 8am-5pm Monday through Friday; then the hours become 9am-6pm Monday through Friday. There is a potential for a rotational Saturday shift once every 5-6 weeks./ppResponsibilities:/pulliAnswers escalated calls transferred to the queue for Retention, disconnect and downgrade call types routed. Uses save techniques that involve negotiation
interpersonal communication skills, in order to prevent customer churn. also Is also responsible for reselling customers on the benefits of having service, subsequently protecting existing revenue./liliResolves complex/escalated customer problems in partnership with other teams to ensure long term solutions to avoid future issues./liliMakes outbound calls to customers that have called or emailed requests to disconnect service./liliResponsible for identifying the root cause for customer requests and works with the customer to resolve all issues and concerns, maintaining the Companys existing customer-base./liliThe Consumer Specialist may also answer customer inquiries from the chat application as well as from all other social media channels including but not limited to email from the website, Facebook, bloggers, and Twitter./liliKeeps current with Promotions, Products and Technology necessary to meet or exceed sales goals./liliRegular attendance and promptness for work are essential functions of this position. Absenteeism and tardiness significantly impact the ability of the Company and position peers to meet customer needs./li/ulpRequired Qualifications/pulli1+ year(s) experience in a sales role/lili2+ years experience using a PC with various software packages./liliMust follow the attendance guidelines to meet our customers needs./li/ulpOther Qualifications/pulliAbility to meet or exceed sales goals./liliDemonstrate strong negotiation, selling and closing skills in reselling the service to customers who are requesting to disconnect their service/liliExcellent interpersonal communication skills (i.e., verbal, written, listening)./liliPossess a strong sense of customer focus/liliMust possess strong decision making and problem solving skills/liliAbility to handle a high volume of phone calls in a structured, contact center environment/liliExperience working with escalated customer issues and problem resolution/liliMust show the ability to be flexible in roles, schedules and situations with customers/li/ulpThis position will start in January 2016. All interviews must be completed by the 2nd week of December! Candidates with SOLID retail/customer service experience are strongly encouraged to apply./p/div