Customer Retention Rep - CCI

Customer Retention Representative

Our customers are the lifeblood of our business. In this role, you are the last line of defense, and the reason our customers stay with us. Through building meaningful relationships through each customer interaction, you'll be able to retain, upgrade, and/or add new services. If you are looking for a challenging yet rewarding career where you'll use your persuasive skillset to help our customers rediscover the value of their Cox services, this role will do exactly that. Cox Communications, part of the Cox family of businesses, may be the place for you, and we're hiring a Customer Retention Representative.

The Customer Retention and Sales Representative is a full-time position currently working in the office. Call center hours of operation are 5am 9pm, Mon Fri and 6am 7pm, Sat and Sun; shift schedule will be determined at time of hire and subject to change.

Compensation includes a full-time hourly base rate of at least $17.71 per hour plus monthly targeted commissions of $1,382 with 2 times earning potential on commission. Employees also receive a ramp period of up to 2 months to adjust to commission earnings. As part of a customer loyalty-driven team, there is a variable targeted total compensation of $53,430 ($25.69 per hour), while high earners (the top 5%) reach an average annual compensation of just over $70,000 ($33.65 per hour). Targeted total compensation may vary based on factors including, but not limited to location, candidate experience level, and successful completion of minimum sales targets.

You must live within the area of Phoenix, AZ.

What You'll Do

• You'll take calls from customers who are considering downgrading or disconnecting, listening to their concerns and steering them toward solutions so that we can turn the corner on their experience with us.
• You'll have transparent conversations to help customers understand the value of existing Cox products and services while uncovering the need to add additional products and services.
• Along the way, you'll also reaffirm the needs of each customer's household and influence or solidify the why Cox products and services satisfy their needs.
• You'll upsell, cross-sell, and work to retain every customer with whom you interact.
• You'll negotiate pricing and identify new opportunities while actively engaging in conversation about our competitors and the value Cox provides (following company guidelines, of course)
• You'll use our customer database to tailor solutions and help customers understand their billing.

What's In It For You?

How do we retain our Retention Reps? Well, when it comes to our employees, we understand that keeping you onboard begins with keeping you happy. Here are just a few ways we do our best to keep you here:

• First, there's Cox's highly competitive pay and other compensation perks (401k + company match, comprehensive medical benefits, etc.). We also offer free Internet, and discounts on other Cox services valued at up to $300 per month. We offer tuition reimbursement for academic pursuits, adoption assistance, paid time off to volunteer, childcare and eldercare resources, pet insurance and much more.
• Good work should be rewarded, and not just with a healthy paycheck. The Cox culture is one that values people more than technology, so it's our goal to make sure you feel recognized for your contributions. It's also important to work alongside colleagues who "get you". At Cox, you'll find a workplace where relationships are crafted with care and successes are celebrated with high fives. We strive to create an environment where you can do you, and everyone from leadership to new hires can support and feel supported.
• Growth is a good thing, and you'll have opportunities to learn and train so you can sharpen your skills and explore opportunities within the Cox family of businesses that will continue to challenge and empower you. In the future, you may have the opportunity to cultivate customer relationships in other sectors where we operate like cleantech, health care and new forms of transportation mobility.

Who You Are

You're a persistent and resilient individual, who understands that change is a part of every salesperson's life, and you not only adapt, but look forward to change. You're driven and influential, utilizing those skills of persuasion to negotiate with customers and help them find products and services that fit their needs while maintaining revenue. You understand that value is the most important part of any sales offer, and you're not afraid to talk about price or the competition, because you know your offer has value. You're a self-starter, who has a familiarity with technology. Your sales approach is consultative because you understand that the customer doesn't always know what's available to them, so digging deep and understanding their needs is more valuable than just taking their order.

Qualifications:

• High school diploma, GED, or relevant work experience
• Effective communication skills
• Excellent computer skills
• Demonstrated ability to multi-task
• Excellent interpersonal skills to work effectively with teams
• Excellent ability to persuade others through indirect influence
• Ability to seek out opportunities and take initiative with little or no direction
• Demonstrated capacity to thrive in a high-change, often ambiguous business environment
• Ability to establish customer relationships in a fast-paced environment

Preferred

• Experience in the telecommunications industry
• 1+ years in a sales quota or retention environment
• 2+ years' experience in related field (i.e. Retail, Training, Indirect Sales, etc.)

Join the Cox family of businesses and make your mark today!