Cox Communications Now Hiring Customer Retention Representative (142434

Cox Communications Now Hiring Customer Retention Representative (142434)

Cox Communications is the nation’s third largest cable and broadband company, serving about 6 million customers.

As a Customer Retention Representative, you will play a pivotal role in the stability and growth of our organization by serving as a front‑line representative of the Cox brand.

• Receive inbound retention calls from current customers to generate sales and revenue in a high‑intensity call center environment.
• Utilize proactive persuasive and retention skills to turn requests for disconnection or downgrade into sales and save opportunities by identifying customer needs.
• Achieve monthly key performance metrics, call and order entry productivity standards, and call quality performance.
• Educate customers on active product features, service offerings, billing, charges, and product value.
• Understand and promote current marketing campaigns to accurately and effectively sell to or save customers.
• Increase revenue through up‑selling and cross‑selling video, high‑speed internet, wireless, and telephony services to existing customers.
• Research and review competitive pricing and service offerings to provide competitive price and product comparisons based on customer needs.
• Utilize multiple customer databases to access, change or input account information.
• Provide outstanding customer service, troubleshoot and resolve service and minor technical problems for customers by asking appropriate questions.
• Creatively negotiate pricing and bundling by making offers of credits and/or discounts according to company guidelines.
• Complete installation, disconnect, transfer and seasonal downgrade orders and update customer accounts utilizing the customer record database.
• Other duties as assigned.

• High school diploma, GED, or relevant work experience.
• Demonstrated ability to multitask.
• Excellent interpersonal skills and ability to work effectively with teams throughout the organization.
• Excellent ability to persuade others through indirect influence.
• Ability to seek out and seize opportunities and take initiative with little or no direction.
• Ability to establish collaborative customer relationships in a fast‑paced environment.
• Capacity to thrive in a high‑change, often ambiguous business environment.

• Experience in the telecommunications industry.
• One or more years in a sales quota or retention environment.
• Two or more years of experience in a related field (e.g., retail, training, indirect sales).

Competitive salaries, health care, pension, and 401(k) are included in our benefits package.

Cox is an equal employment opportunity employer, disabled/protected/veteran, and a wholly owned subsidiary of Cox Enterprises.