Customer Retention Rep (44602) Parma, Ohio

Position Details
Job Title: Customer Retention Representative (Call Center) Cox Communications
Job ID: 44602
Location: Parma, OH
Full/Part Time: Full-Time
Regular/Temporary: Regular

Job Description
Cox Communications is looking for quick-thinking, customer-focused representatives to take calls from existing customers who want to disconnect or downgrade their services. The Customer Retention Representative works in a call center environment with the goal of troubleshooting, resolving problems, and persuading customers not to leave Cox or downgrade their services.

Reporting to the Call Center Supervisor, the Customer Retention Representative is part of a supportive, service-oriented team that takes incoming calls from residential customers regarding their video, telephone, high-speed internet service or wireless service. Representative serves as a problem solver and trusted provider to Cox customers by ensuring a reliable and quality customer experience. The Customer Retention Representative also helps to grow the company through capturing opportunities to offer additional or upgraded services to customers as available.

Primary Responsibilities
Drive Business Growth
Increase revenues through up-selling and cross-selling video, HSI, wireless, and telephony services to existing customers

Turn controllable requests for disconnection or downgrade into sales and save opportunities and increase revenues by identifying customers service needs, using technical expertise to resolve customer concerns, and using proactive sales techniques

Sell on Coxs value proposition but, as a secondary option, creatively negotiate pricing and bundling by making win-back offers of credits, free repairs, and/or discounts according to Company guidelines

Sell against the competition through regularly researching and reviewing competitive pricing and service offerings in order to provide competitive price and product comparisons to customers

Promote Quality Customer Experience
Complete installation, disconnect, transfer and seasonal downgrade orders and update customer accounts in customer record database

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

Resolve customer complaints and defuse situations calmly and courteously

Build customer loyalty by placing follow-up calls to customers if there is a problem or change in installation of services

Problem Solving
Troubleshoot and resolve service, pricing and technical problems for customers by asking questions

Collaborate with supervisor, departmental specialists or field operations for expedited resolution of issues when appropriate

Minimum Requirements
6 months experience working in a position that requires meeting sales goals
6 months experience using a computer
16 years of age or older
Eligibility to work in the United States

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