Customer Relations Agent Job at Armstrong Utilities
Position Summary
A Full Time Customer Retention Specialist is responsible for retaining customers who request to disconnect or downgrade services. The individual will handle both inbound and/or outbound calls and rebuild the benefits and value of Armstrong’s products and services. They must also positively position Armstrong products against competitive offerings. The Customer Retention Specialist easily relates to customers, thinks and exercises sound judgment, and acts responsibly in the customers’ and the company’s interest. Communicating effectively with customers is of paramount importance to re-energize the customer experience. Professionalism is necessary for success in supporting the goals of our organization.
A Full Time Customer Retention Specialist is responsible for retaining customers who request to disconnect or downgrade services. The individual will handle both inbound and/or outbound calls and rebuild the benefits and value of Armstrong’s products and services. They must also positively position Armstrong products against competitive offerings. The Customer Retention Specialist easily relates to customers, thinks and exercises sound judgment, and acts responsibly in the customers’ and the company’s interest. Communicating effectively with customers is of paramount importance to re-energize the customer experience. Professionalism is necessary for success in supporting the goals of our organization.
What You Will Do:
- Saves and retains Armstrong customers by identifying reasons for request to downgrade / disconnect and overcome concerns and objections in an effort to retain customers.
- Develops and maintains up-to-date knowledge of the Company’s products, packaging, programming and marketing campaigns in order to effectively sell new or upgraded services. Able to position Armstrong products positively.
- Resolves customer complaints/concerns through active listening, empathy and professionalism. Demonstrates ability to establish and maintain effective relationships with customers.
- Aligns product and feature benefits, and pricing, to the needs of the customer.
- Promote, recommend and sell the value of Armstrong products and services based on a logical relationship to the customer’s needs and interests.
- Meet or exceed budgeted retention target and objectives. Demonstrates the ability to meet individual performance goals/metrics.
- Supports other lines of business as call volume dictates.
- Must be able to work in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
- Consistent and punctual attendance. Must be able to work nights weekends and applicable holidays, variable schedule(s) and overtime as necessary (as mandated by management).
- Handle both inbound and outbound 'Network Of The Future(NOTF)' calls, explain the project and process clearly and concisely to applicable customers, ensuring a conversion is scheduled with each customer contact. This may require additional and follow-up calls to customers.
- Communicate and work cooperatively with the local offices regarding NOTF conversion processes and scheduling
- Effective communicator over the telephone, web chat, and e-mail.
- Work-on and complete additional special projects and initiatives as required and assigned.
- Complete required applicable course work / training modules and programs as assigned.
What You Will Need:
- High school diploma or equivalent; advanced degrees or certifications preferred.
- 1+ years of sales and/or retention / customer loyalty experience a must. Retention related experience ideal.
- Advanced computer skills are required; proficiency navigating between multiple windows is necessary
- Strong typing, verbal and written skills are necessary for success
- Strong communication skills; friendly attitude, active listener, articulate, self-assured and professional
- Motivated and dependable person with strong work ethic and a high degree of integrity
- Ability to quickly and effectively adapt to changes in the work environment
- Coachable person who is eager to learn new skills and take on new responsibilities
What You Will Enjoy:
- Competitive salary and incentive plan
- Attractive benefits package including medical, dental, vision, 401k and more, effective immediately upon hire
- Paid time off & holidays
- Free Company services such as Internet, video, and telephone through Armstrong Cable. What’s even better is you can enjoy discounted services from our affiliate companies!
- You’ll have access to a number of career developmental resources to grow personally and professionally
COMPANY INFORMATION:
Armstrong Utilities, Inc. connected our first cable television customers in 1963, in Butler, Pennsylvania. Since that time, we have continued to keep pace with the technological advancements of this ever-changing industry.
Our first customers received nine channels. Today, Armstrong offers consumers hundreds of viewing options, High Speed Internet service, telephone service and a variety of business products, all over our state-of-the-art broadband network. Throughout our more than 50 years in cable television, Armstrong has been a leader in innovation. Using fiber optics and advanced technology, our networks are designed to provide leading-edge services and high reliability.
Armstrong has always relied on the great people who work for us. Nationally recognized for customer service excellence, their dedication to the customer has kept us a leader in the industry.
Armstrong is an Equal Opportunity Employer
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