Responsible for supporting Company Business Services in their efforts to
retain our existing customer base through working with existing
customers who have either requested disconnect of service or who have
been identified as being part of a customer subset with high propensity
to request disconnect of service. Empathizes with clients, helping them
resolve outstanding issues, and renegotiates the terms of their
agreement as a critical part of successful performance. May also support
proactive "value our customer" campaigns such as customer satisfaction
surveys, contract renewals, or other initiatives. Has developed
specialized knowledge/skills in own area. May act as a resource for
colleagues with less experience.
Employees at all levels are expect to:
you do your job
customers first, give them seamless digital options at every touchpoint,
and make them promoters of our products and services
game-changing technology, products and services, especially our digital
tools and experiences
open to new ideas
brings more employee and customer feedback into the company-by joining
huddles, making call backs and helping us elevate opportunities to do
better for our customers
empathy, and assuming ownership of customer issues through resolution to
prevent voluntary disconnects caused by issues such as move
requests/transfer service, price/value concerns, technical issues, and
change of ownership.
departments, in an effort to rectify customer issues.
points that meet the customers' budget needs and business applications
needs and expands their product mix with Company.
disconnects by contacting delinquent customers to assist in resolving
their billing issues, assuring payment and continuity of services.
propensity churn points in their life cycle (i.e. 3-6 months prior to
contract expiration, after successive service calls, etc.) to assure
customer satisfaction and to re-contract and extend our customer
relationships where appropriate. Presents products/services in a
courteous and sincere manner and adding solutions required.
both individual and team goals.
nights and weekends, variable schedule(s) and overtime as necessary.
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