Sales Retention Specialist

Position Summary

The Sales Retention Specialist, is responsible for directly servicing the needs of the Buckeye residential customers with general information, billing, and promoting and selling Buckeye products and services to new and existing customers. The CSR2 will provide analysis to advise Buckeye customers on their purchasing decisions with recommendations of technology solutions, thoroughly educates, and demonstrates the advantages of the recommended package.

The Sales Retention Specialist 2 maintains a strong customer focus and strives to make all interactions a positive customer experience. The CSR2 reports directly to the assigned Manager, Sales & Support. There are no reports to this position.

Job Code: 220

FLSA Status:
Nonexempt

BCI Company

• Communicating 100% accurate information to customers regarding billing invoices, cycles, procedures and processes;
• Communicating 100% accurate information to customers regarding general information about our products, services, and the company resulting in a First Call Resolution;
• Suggestive selling to upgrade customers’ services;
• Participate in continuous sales training to grow sales and retention skill set;
• Retain existing customers by using all tools, techniques and offers available;
• Proficient in meeting and/or exceeding sales goals;
• 100% accuracy on all work performed;
• Warm transferring of every call that is beyond their skill proficiencies to the correct area of the company whenever possible;
• 100% accuracy in verifying field appointment times with customers;
• Rescheduling field appointments as requested by a customer;
• Completing the Final Notice call out program as assigned;
• Receiving all incoming telephone correspondence and providing unaided first-call resolution to the customer’s requests that are within skill proficiencies, billing system privileges, company policies, and department procedures;
• Using the PC workstation to access customers’ accounts in order to assist customers with their needs;
• Insuring the confidentiality of all customer information;
• Working continuously with co-workers as a team to achieve the goals of Customer Operations;
• Using their own good judgment when servicing the needs of our customers;
• Actively promoting the sales and retention of the Company’s services to our customers and co-workers;
• Actively pursuing the unauthorized use of the Company’s products and services;
• Meeting the standards set forth by the management of Customer Service;
• Sending comment cards to customers on a regular basis;
• Completing Data Entry as assigned;
• Keeping the department neat and organized;
• Attendance at monthly department trainings and weekly team meetings as assigned by the Customer Operations Management Team;
• Accurately recording time sheets and notifying a Call Center Operator when late for work as outlined in the attendance procedure;
• Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, at all times;
• Performing any miscellaneous department duties as needed.

• Previous experience in a customer service environment – required
• Previous sales experience – required
• Keyboard Skills – required
• High School Diploma – required
• Must be able to pass our comprehensive background and drug screen – required

• Agile – Embraces change; adaptable and flexible; sense of urgency;
• Innovative – Uses critical thinking;
  Creativity;
  Continuous learning;
  Challenges the status quo;
• Customer Focused – External/Internal;
  Creates the exceptional customer experience; demonstrates a sales and service mentality;
• Collaborative – Teamwork, Proactive knowledge sharing, Constructive Conflict;
• Accountable – See it, Own it, Solve it, Do it;
  Hold each other accountable.

No specific competencies listed

• Maintains punctuality and good attendance;
• Background record that meets Company standards;
• Reliable means of transportation at all times.

• Physical Demands:
• May include walking, kneeling, standing, stooping, sitting, driving, hearing, talking, vision (close, distant,…