Inside Retention Representative - Cox Business

West Warwick, Rhode Island
Dec 27, 2019
Account Management
Metro Area
Full Time

Cox is more than a cable company, we are a technology solutions leader. Whether our client is a well-established organization or a start-up, Cox Business has the fast, reliable products to help our clients maintain connectivity and increase productivity.   Cox is a leader in customer satisfaction, earning a total of 33 awards from J.D. Power and Associates, including 10 consecutive wins for residential phone and 8 awards for business services.

As an Inside Retention Representative for Cox Business, you will retain our most valued small-to-medium business customers by providing an exceptional customer experience. You will also identify opportunities to upsell and grow new business while enhancing your sales skills!    

• Retain customers seeking to disconnect through answering inbound calls by resolving problems or offering save and promotional incentives, credit, and other offers  
• Engage with clients to understand their businesses’ communication needs, troubleshoot and resolve sources of service, pricing, or technical problems, review pricing options and share customer feedback to management as appropriate
• Conduct marketing campaigns which include proactive outbound calling and email to existing and prospective customers, generating new business or upsell new products/services which could constitute up to 50% of the total new revenue goal     
• Identify and develop additional sources of new business including referrals, networking and social media
• Handle challenging customer situations and escalations to provide complete resolution
• Primary point of contact for customers for all phases of retention and sales process including preparation of service proposal, contract signature, order entry and scheduling of install and follow-up
• Determine serviceability and perform any necessary calculations pertaining to fees, time periods, pro-rations, penalties, cost analysis, competitive pricing comparisons and provide other reporting as needed 
• Utilize CRM capturing accurate and complete information, track orders and follow up as needed 
• Attend required sales and product trainings and stay current on Cox Business’s services/solutions

• HS diploma, GED or relevant work experience 
• 2 or more years of experience preferred in related field (sales/sales support/customer service)
• Ability to meet and exceed monthly sales goals of new revenue and retention/renewal
• Ability to multi-task and balance incoming customer inquiries with proactive sales activities
• Strong written and verbal communication skills 
• Highly proficient computer skills including MS Word, PowerPoint, Excel and Outlook
• Bachelor’s degree in related discipline strongly desired 
• 1 year business-to-business sales experience (inside or outside), with quotas 
• 1 year experience selling by telephone 
• 6 months’ experience in the communications industry or at a major communications equipment vendor 
• Knowledge of local telecom market, local contacts 

About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. Cox Communications is the largest division of Cox Enterprises, a family-owned business founded in 1898 by Governor James M. Cox.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.  Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility.  Cox is not responsible for any fees or charges associated with unsolicited resumes.

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