Retention Advisor

The employee must:
Respond to inbound disconnect calls promptly and proficiently.
Provide high level customer service in a courteous manner.
Retain products and services for existing customers.
Answer questions pertaining to billing disputes and service complaints of voluntary disconnects, customers surveyed or otherwise contacted by telemarketing.
Process orders for new service, reschedules, and saved accounts. Process credit card payments.
Track and reports results of retention efforts.
Perform other duties as requested by supervisor.

Preferred qualifications include the following:
A. Skills/abilities and Knowledge
Ability to prioritize and organize effectively
Ability to reach with hands and arms, to bend, to talk and hear, and to read and use a computer
Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, CSG, etc.)
Ability to use, handle, and manipulate objects such as paper, pencils, keyboards, and mouse
Ability to wear telephone headset
Ability to work independently
Ability to work while seated for prolonged periods of time
Knowledge and ability to use the following office equipment: computer, telephone, copier, fax, calculator, and stapler
Knowledge of cable television products and services
Vision ability: close vision, peripheral vision, and ability to adjust focus
Ability to lift up to 25 lbs.

B.Education (level and type)
High School Diploma or equivalent

C.Related Work Experience Number Of Years Customer Service / Telephone sales work experience: 1
Billing software work experience or experience with similar: 1