What are the responsibilities and job description for the Customer Relations Agent position at Armstrong Utilities, Inc.?
Are you a hard-working salesperson who takes great pride in hitting competitive targets? Are you a team player and contributor? Do you want to be part of a high-energy team that drives sales, solves problems, and retains customers for the 12th largest cable telecommunications company in the United States? Do you like being part of a highly motivated team that enjoys recurring incentives, including contests (e.g. President’s Circle), premium TV giveaways, lots of free food, and the like?
If you answered “yes,” then apply now for your opportunity to join a remarkable organization where personal and career goals are realized.
Position Summary
The Customer Relations Agent is important to the success of the entire company. These agents will be part of a team ranging from 9 to 11 who together handle 138k incoming calls a year and save 95% of customers considering disconnection. This role is responsible for handling incoming calls from customers interested in downgrading or disconnecting Zoom Internet supercharged by Plume Wi-Fi, HDTV powered by TiVo, and Talk telephone services, along with a portfolio of ancillary home entertainment products and services (e.g. HBO). This role is first and foremost, a problem solver, who then uses Customer Stars, special retention campaigns, and a retention decision tree to retain and delight customers.
Customer Relations Agents are eligible for position advancement based on tenure and performance (i.e. RET-1, RET-2, RET-3).
What’s In It For You:
Competitive pay with annual increases
Benefit eligibility on your first day with low employee premiums that are far better than the industry average
Free Company services such as Internet, video, and telephone. What’s even better is you can enjoy discounted services from our affiliate companies!
You’ll have access to a number of career developmental resources to grow personally and professionally
Generous paid time off and holidays
The chance to be part of a Top 10 company and high-energy employee culture
What You’ll Be Doing:
Prefer candidates with experience handling calls in a call center environment. Will train the right person though.
Capable of selling and retaining products and services, including Video, Internet, and Telephone.
Effective communicator over the telephone and via e-mail.
Understands the importance of a consultative call flow, which requires patient listening and the asking appropriate probing questions to determine customer needs.
Communicates issues and feedback to the appropriate individuals as it relates to our products and customers to ensure continuous improvement (i.e. kaizen).
Effectively describes features and benefits and capable of identifying and overcoming objections, as working to retain customers and reenergizing customer loyalty and satisfaction.
Meet established department/team/individual goals and scorecard requirements for retention Key Performance Indicators (KPIs), including Primary Service Units (PSUs) saved, Revenue Retained, Average Handle Time (AHT), and the like.
Believes in and promotes Armstrong’s robust home entertainment services to customers, friends, families, and neighbors. Enjoys being an Armstrong Ambassador.
Provide a quality Armstrong Experience on every customer contact by resolving customer issues and needs, while introducing/promoting Armstrong services in a positive manner.
Accurately enters order information into an ICOMS billing system, including updating of customer accounts, telephone, and contact information. Protects all private customer information.
Must be collaborative, flexible, and a team player.
Will place outbound calls, as needed and with special projects.
Other related tasks as assigned.
What You’ll Need:
Sales or retention experience or sales/retention acumen.
Strong communication skills.
Customer service experience.
PC and data entry proficiency.
Must be very organized.
Positive attitude and capable of understanding the Power of Change.
Understands and appreciates the value of a variable pay compensation plan based on target attainment.
Who We Are
The Armstrong Group is a family owned and operated collection of diverse companies. What began in 1946 as Armstrong County Line Construction, founded by Jud L. Sedwick in Kittanning, PA, has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide. Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions.
Armstrong is an Equal Opportunity Employer.