Carrier Retention Representative

Summary

Join Vyve Broadband as a Carrier Retention Representative and utilize retention strategies and tools to identify and resolve customer pain points, preventing disconnections. You will participate in outbound calling or email campaigns to increase revenue by reducing commercial churn. Responsibilities include monitoring and facilitating commercial disconnects, identifying business solutions opportunities, and assisting with customer care for Carrier & Wholesale customers. You will demonstrate a full understanding of marketing campaigns and products, communicate effectively with customers and management, and manage customer accounts through Salesforce Sales Cloud. Proactive team retention projects are also part of the role. Success requires strong sales and customer service skills, excellent communication, and the ability to manage multiple tasks in a fast-paced environment.

Requirements

• Ability to handle and communicate detailed and process-oriented tasks designed to eliminate errors
• Strong ability to implement time management systems
• Enjoys a busy and always on task environment
• Ability to work well in a team environment to meet profit center goals/quotas
• Exhibit strong sales and customer service orientation with an inclination towards helping others and proactively handle customer concerns
• Must have excellent verbal and written communication, and organizational skills
• Capability to stay organized, prioritize multiple tasks in a fast-paced environment and provide follow-through
• Ability to pay attention to detail
• Demonstrate the urgency to effectively resolve customer issues and/or close a sale
• Ability to comprehend, communicate and educate customers regarding features and benefits of Vyve Broadband services
• Abide by all Northland policies and standards as described in the employee handbook and by management
• Must be able to speak clearly and communicate effectively
• Regularly sits and stands during working hours for prolonged periods
• Regularly work in a remote office setting
• High School degree or equivalent required
• Ability to fulfill the job duties, skills and responsibilities listed above

Responsibilities

• Uncover pain points that are causing customers to call into Vyve Broadband to cancel service and attempt to save those customers by solving those pain Points
• Monitor and facilitate commercial disconnects thru a detailed process designed to make sure that all disconnects happen as scheduled
• Handle and identify Business Solutions opportunities for customer’s that are not on contract and have contracts that will be expiring
• Assist with customer care for Carrier & Wholesale customers to include account maintenance, account renewals, review contract status and updates
• Demonstrate full understanding of current marketing campaigns, products, offerings and have the ability to communicate them clearly to customers
• Communicate sales activities, reports, and results as requested by Management
• Effectively communicate product and service information, feature functionality, billing procedures, and equipment usage to each customer
• Monitor , manage, and work with customers as their disconnection requests move thru the disconnection process
• Attempt to retain, renew or increase revenue for customers seeking disconnect, downgrade, or changes to service through examining the needs of customers as they pertain to Vyve Broadband products and services
• Frequent and regular communication with management team
• Manage and develop customers through Salesforce Sales Cloud
• Undertake proactive team retention projects

Preferred Qualifications

• College degree strongly preferred
• Office experience preferred
• Salesforce Sales Cloud experience a plus
• Broadhub experience a plus
• Has experience carrying two or more monthly sales quotas a plus