Consumer Retention Specialist

Job Description

Spherion has a DIRECT HIRE opportunity for a Consumer Retention Specialist within the telecommunication industry. If you are skilled in sales, customer service and are highly motivated, this position is right for you! Located on the west side of Madison, you will be in the heart of it all!

The Consumer (Retention) Specialist is a cross‑trained, multi‑skilled agent. This person is capable of handling first level escalated Retention, Sales and Customer Care calls for customers. This role's primary responsibility is to protect existing revenue by retaining customers that are calling to disconnect their service due to service failures, competitive offers and billing issues.

The Consumer Retention Specialist must continually demonstrate strong sales skills in the areas of negotiation, save techniques, and interpersonal communication & problem‑solving skills, which will maintain long‑term customer relations with the existing customer base while reducing churn and increasing revenue. In addition to taking calls, this position also answers customer inquiries from the chat application as well as from all other social media channels including but not limited to email from the website, Facebook, bloggers, and Twitter.

Hours during training are 8am-5pm Monday through Friday; then the hours become 9am-6pm Monday through Friday. There is a potential for a rotational Saturday shift once every 5-6 weeks.

Answers escalated calls transferred to the queue for Retention, disconnect and downgrade call types routed. Uses save techniques that involve negotiation & interpersonal communication skills, in order to prevent customer churn. Also is responsible for reselling customers on the benefits of having service, subsequently protecting existing revenue.

Resolves complex/escalated customer problems in partnership with other teams to ensure long‑term solutions to avoid future issues.

Makes outbound calls to customers that have called or emailed requests to disconnect service.

Responsible for identifying the root cause for customer requests and works with the customer to resolve all issues and concerns, maintaining the Company’s existing customer‑base.

The Consumer Specialist may also answer customer inquiries from the chat application as well as from all other social media channels including but not limited to email from the website, Facebook, bloggers, and Twitter.

Keeps current with Promotions, Products and Technology necessary to meet or exceed sales goals.

Regular attendance and promptness for work are essential functions of this position. Absenteeism and tardiness significantly impact the ability of the Company and position peers to meet customer needs.

Required Qualifications

• 1+ year(s) experience in a sales role
• 2+ years experience using a PC with various software packages.
• Must follow the attendance guidelines to meet our customers’ needs.

Other Qualifications

• Ability to meet or exceed sales goals.
• Demonstrate strong negotiation, selling and closing skills in reselling the service to customers who are requesting to disconnect their service.
• Possess a strong sense of customer focus.
• Must possess strong decision making and problem solving skills.
• Ability to handle a high volume of phone calls in a structured, contact center environment.
• Experience working with escalated customer issues and problem resolution.
• Must show the ability to be flexible in roles, schedules and situations with customers.