Call Center Sales Retention Rep - $18 per Hour Plus Commission & Incentives - job 1 of 2

As a Call Center Sales Retention Rep with Charter Communications, your main responsibilities will include handling inbound retention calls efficiently, engaging customers to prevent disconnections, and upselling core products such as video, internet, and phone services. You’ll be expected to maintain a high level of customer satisfaction while meeting retention activity goals.

To qualify for the Call Center Sales Retention Rep position at Charter Communications, candidates must have a high school diploma or equivalent and demonstrate excellent communication skills in English. A preferred qualification is at least 2 years of experience in a call center environment focusing on customer service or phone sales.

At Charter Communications, Call Center Sales Retention Reps can earn a base pay of $18 per hour with lucrative commission opportunities. This means that your total earnings can range around $25 per hour or even exceed that as you meet targets. Additionally, top performers can earn up to $70,800 annually, along with potential access to free internet, TV, and phone services.

New Call Center Sales Retention Reps at Charter Communications undergo comprehensive training to develop their skills in customer service, product knowledge, and retention techniques. The training focuses on using the billing system effectively, mastering product details, and learning strategies to engage customers positively.

The work environment for a Call Center Sales Retention Rep at Charter Communications is office-based, characterized by a fast-paced atmosphere where teamwork and collaboration are valued. The role might involve variable hours, including weekends and holidays, making flexibility an important trait for candidates.

In such a situation, I would first listen carefully to the customer's concerns to understand their reasons for wanting to cancel. I would then empathize with their situation and offer solutions that address their issues. Presenting alternate packages or specific promotions could also help retain the customer.

I believe that customer satisfaction is integral to achieving sales goals. I would prioritize understanding the customer's needs and providing solutions that genuinely benefit them. Impressing them with quality service can lead to upselling opportunities without compromising their satisfaction.

Absolutely! There was a case where a customer was frustrated with unexpected charges. I took the time to explain the billing and addressed their concerns directly. After adjusting their plan for better value, they appreciated the effort and ended up continuing their service.

During challenging calls, I focus on the positive outcomes of my efforts. I remind myself that each call is an opportunity to solve problems and assist others. I also utilize short breaks between calls to refresh my energy and maintain motivation.

I closely follow industry trends and competitor offerings to ensure I'm knowledgeable about what others provide. This allows me to accurately compare our services to competitors, ensuring I can effectively communicate the advantages of our products during calls.

In my past roles, I worked with various performance metrics, which helped me understand the importance of efficiency in meeting goals. I continuously monitored my progress to stay aligned with targets and adjust my approach as needed to ensure I consistently met or exceeded expectations.

When faced with multiple requests, I prioritize them based on urgency and complexity. I believe in clear communication, so I would inform each customer about my approach and manage their expectations while efficiently resolving their issues in sequence.

Teamwork is crucial in a call center environment. It fosters support among colleagues, shares best practices, and helps in problem-solving. Working together allows us to leverage each other’s strengths and ensure customers receive the best service.

I stay updated on all company policies and procedures through regular training and resources provided by the company. During each interaction, I make it a point to apply these guidelines respectfully while addressing customers' needs.

I am excited about working for Charter Communications because of its commitment to customer service and the opportunity to grow within the company. I admire its reputation in the industry and believe I can contribute to its mission while advancing my career.