The position of Retention Representative is not an easy one. It requires a little bit of customer service, sales and negotiating skills. So who fits the mold? Good question.
In this role, a rep will handle calls from people who are thinking about switching service providers. They will need to listen patiently and with empathy, track information, and apply consultative skills regarding our services/pricing and that of our competitors. Their knack for problem-solving will not only defuse situations, but point out new value and result in an up-sell. As I like to simply state – How do you turn that NO into a YES? And bottom line – What is it going to take to retain your customer?
With that said, those three key skills listed above are essential – those who have wonderful customer service skills may not have the sales passion or those with sales skills may not be empathetic so its finding that right recipe with a little bit of this and a dash of that… Also identifying – Who has the ability to build a connection with our customers within that short window of opportunity? Who has that fire in the belly to not only meet their goals but want to exceed them? Who has that passion to come to work every day and is ready to bring their “A” game every time they start their day?
Some of my secret ingredients for my ideal rep are:
• Willingness to sell
• Problem solving/negotiating skills
• Positive attitude
• Passion to help the customer
• Ability to multi-task
• Results oriented
So, if you have what it takes and can complete the recipe – please visit our career site and apply today for our Customer Solutions & Sales Representative position.
Always on the run between work, family, and trying to write romance novels, I always remember to have fun through all the craziness. I love to laugh and that gets me through my toughest days.
I was born and raised in New York but now hang my cap in Raleigh, North Carolina and I support Time Warner’s Retention Call Center in Milwaukee, Wisconsin. Recruitment is my passion and I love the challenge of recruiting top talent for our Retention Center while building wonderful relationships with my Milwaukee team. My favorite thing to do is spend time with my family. My second favorite is to read great novels and inspiring quotes.