Residential Inside Retention Representative

Overview: The Residential Inside Retention Representative position plays a critical role in customer retention and helping Surf Internet achieve our growth goals. This role is the front facing image of the company and will be responsible for putting the company’s best foot forward in building a relationship with customers.

Reports to: Inside Sales Manager

Job Status: Exempt

Responsibilities

• Base salary plus commission
• Expectations:
• Expected to be in the retention queue at peak hours during a 40 hour work week, however flexible hours to meet customer demand.
• Achieve designated quota of saves per month.
• Identify opportunities to prevent the loss of customers and/or revenue.
• Meet or exceed measurable performance goals including phone metrics and call quality standards.
• Displaying exceptional customer relationship qualities, quantified through SurfBB’s tracking ability with NPS (Net Promoter Score) analysis.
• Work independently and with a team including cross department partners to meet customer expectations and resolve customer concerns.
• Work directly with existing customers to recommend products and services to fit their needs and solutions to.
• Develop a rapport with existing customers, demonstrating a friendly and helpful manner to put them at ease.
• Foster a positive and pleasant working relationship with members of the customer service sales team.
• Familiarize yourself with current information about services, products and promotions available to customers.
• Interact with existing customers via telephone, email, online chat, or in person to provide support and information on products or services.
• Use the company’s customer relationship management software to collect customer information, setup billing and services, schedule work and track communications through ticketing.
  
  

Qualifications

Qualifications:

• Ability to cooperate with and support members of other departments that also work with customers
• Strong verbal communication skills
• Willingness to interact daily with customers from a wide range of cultures and backgrounds
• Comfortable working independently and making minor decisions without direct supervision
• Good sense of organization and keen attention to detail
• Knowledge of customer service best practices and desire to participate in trainings and professional development
• Ability to perform well in a fast-paced working environment
• Availability to work Saturdays periodically
• Familiarity and high comfort level with working from a personal computer