Cox Business Inside Retention Rep (43621) Wichita, Kansas

Position Details
Cox Business Inside Retention Rep

Work Location: Wichita, KS
Pay Range: Hourly Base: $14.13 plus variable commission opportunity
Hours: Monday - Friday, 8a - 5p

Job Description
Cox Business is looking to grow our elite sales team responsible for selling telephony (business phone services, toll-free services), data (Internet access), wireless, and video solutions to new and existing small to medium size business customers. Reporting to the Sales Manager, Cox Business, the Inside Retention Representative (Retail) is responsible for retaining valuable small to medium business customers by minimizing controllable churn and ensuring quality customer service in a fast paced environment.

The Inside Retention Representative plays a critical role through managing the base of revenue by proactively contacting customers within 3-6 months of contract expiration for renewal and up-sell. This includes selling non-complex bundled telephony, data, wireless, and video products and features as an up-sell to current customers. Representative should be self-directed with the ability to drive for desired results through strategically responding to calls from existing customers and preventing them from disconnecting services.

Primary Responsibilities
Drive Business Growth
Courteously answer inbound customer disconnect calls, and calls escalated from residential call center departments. Actively engage in save activities on requests for disconnection, by resolving problems or offering incentives, credit, and other offers

Grow the business through developing proposals and presentations for add-on products/services purchased by previously acquired Cox Business customers

Up-sell bundled telephony, data, wireless, and video, as well as other Cox Business products to current customers

Manage the base of revenue by proactively contacting customers within 3-6 months of contract expiration for renewal and up-sell

Strategically negotiate pricing, products, promotions, and terms/conditions with clients

Create customer loyalty through follow-up calls to customers to inform them of customer referral program, new products/services, and enhanced packages

Promote Quality Customer Experience
Interact over the phone with customers while seated in front of a computer majority of the time

Track orders and serve as a point of contact for clients throughout sales and installation process, including keeping customers informed of installation progress and problems

Educate customers in the use of installed products, service offerings, billing, charges, and product features

Work in partnership with other departments to ensure product pricing reflects pricing structures set at the corporate level. Perform any necessary calculations pertaining to fees, time periods, pro-rations, or competitive pricing comparisons

Work closely with Marketing department to provide customer feedback and intelligence

Collaborate with sales engineers, sales support team or sales support administration to complete
sales orders and determine appropriate solutions to customer installation or service issues

Minimum Requirements
6 months experience using a computer
18 years of age or older
Eligibility to work in the United States

Preferred Qualifications
1 year business-to-business sales experience (inside or outside) with quotas
1 year experience selling by telephone
6 months experience in the communications industry or at a major communications equipment vendor
Knowledge of local telecom market, local contacts
Post-high school education in related field

Cox Communications values employees as our most important resource. We invest in the success of employees and their families by offering a variety of benefits programs. A few selected benefits include:
YourWealth: 401K plan and pension plan
YourHealth: medical, dental, vision, prescription drug, long-term disability and flexible healthcare spending accounts
YourLiving: short-term disability, personal leave, adoption assistance and long-term care insurance
YourCareer: mentoring and training opportunities

About the Company
Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and wireless services over its own nationwide IP network. The third-largest U.S. cable TV company, Cox serves more than 6 million residences and businesses. Cox Business is a facilities-based provider of voice, video and data solutions for commercial customers, and Cox Media is a full-service provider of national and local cable spot and new media advertising.

Cox is known for its pioneering efforts in cable telephone and commercial services, industry-leading customer care and its outstanding workplaces. For seven years, Cox has been recognized as the top operator for women by Women in Cable Telecommunications; for five years, Cox has ranked among DiversityInc's Top 50 Companies for Diversity, and the company holds a perfect score in the Human Rights Campaign's Corporate Equality Index.

Cox is an equal opportunity employer. More information about Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at and

How To Apply