Business Retention Specialist

Responsibilities

• Process all MACD requests (upgrades, downgrades, disconnects, etc)
• Use Retention and Saves skills to retain and win back Business Services customers who are downgrading or disconnecting services
• Meet renewal quota and minimum customer support metrics while performing MACD functions
• Field inbound calls from customers who want to disconnect services and review package for right size opportunities
• Place outbound calls to customers who are up for contract renewal and attempt to retain their business
• Assess churn risk for existing business subscribers and target for retention efforts
• Evaluate and maintain open opportunities via software application/database to track potential customers within the WOW! service area
• Work with existing business customers to analyze their business strategy and future growth plans/initiatives
• Build relationships and negotiate contract terms and rates for existing customers
• Accurately complete paperwork associated with each customer order and/or request
• Maintain retention quotas and tracking daily activity

• High School Diploma or GED required; college education in sales, marketing or business preferred
• 1-3 years successful sales experience
• Experience in the telecommunications industry and prior B2B sales/service experience is strongly preferred
• Ability to maintain a high level of confidentiality in dealing with customer information
• Self-motivated and results-driven
• Bi-lingual skills are beneficial
• Ability to organize and maintain records of prospects and existing customers
• Ability to follow a consultative sales approach, and understand/apply the entire sales process
• Excellent communication and presentation skills
• Ability to analyze and solve problems through customer interaction
• Strong ability to navigate complex computer systems and effectively use software and e‑mail applications

Demonstrates strong sales and retention capabilities, with a focus on customer relationship management and consultative sales approaches. Proficient in analyzing customer needs and maintaining accurate records while navigating complex software systems.

• High School Diploma
• GED