About Company
Charter Communications, operating as Spectrum, is a leading broadband connectivity company and cable operator serving more than 32 million customers in 41 states. Through our affordable, high-value services, we provide a full range of advanced residential and business services including Spectrum Internet, TV, Mobile, and Voice. We are committed to delivering exceptional customer experiences and connecting people to what matters most. At Spectrum, we believe in fostering a diverse, inclusive, and collaborative environment where every employee can thrive and contribute to our success. Join a team dedicated to innovation, customer satisfaction, and building the future of connectivity.
Job Description
Are you a skilled communicator with a passion for problem-solving and a knack for building lasting customer relationships? Spectrum is seeking a highly motivated and empathetic Remote Customer Retention Agent to join our dynamic team. In this pivotal role, you will be the voice of Spectrum, engaging with valued customers who are considering canceling their services. Your primary mission will be to listen, understand their concerns, identify root causes for dissatisfaction, and present compelling solutions that highlight the value and benefits of remaining with Spectrum. This isn’t just about saving accounts; it’s about restoring trust, enhancing satisfaction, and ensuring our customers feel heard and appreciated.
Working remotely from your home office in Miami, Florida, you will handle inbound calls with a focus on de-escalation, negotiation, and re-engagement. You’ll leverage your persuasive communication skills, deep product knowledge, and creative problem-solving abilities to turn potential churn into renewed loyalty. This role requires resilience, a positive attitude, and the ability to thrive in a fast-paced environment while consistently meeting retention targets. If you’re a natural relationship builder who enjoys a challenge and is driven by helping others, this remote opportunity offers a rewarding career path with ample opportunities for growth within a Fortune 100 company. We provide comprehensive training and all the necessary tools to ensure your success, empowering you to make a tangible impact on our customer base from the comfort of your home.
Key Responsibilities
- Engage with customers via inbound calls who are expressing an intent to disconnect services.
- Actively listen to customer concerns, identify reasons for potential churn, and empathize with their situation.
- Proactively offer tailored solutions, promotions, and product enhancements to retain customers and prevent cancellations.
- Educate customers on the value and benefits of their current and potential Spectrum services.
- De-escalate challenging situations and resolve complex customer issues with professionalism and composure.
- Document all customer interactions accurately and thoroughly in the company's CRM system.
- Collaborate with internal teams to address systemic issues and improve the overall customer experience.
- Meet or exceed individual and team retention, quality, and productivity goals.
- Maintain up-to-date knowledge of Spectrum products, services, pricing, and competitive offers.
- Adhere to company policies and procedures, including those related to remote work and data security.
Required Skills
- Minimum 1 year of experience in customer service, sales, or retention roles.
- Exceptional verbal communication and active listening skills.
- Proven ability to de-escalate difficult customer situations and resolve complaints effectively.
- Strong negotiation and persuasion skills with a customer-centric approach.
- Proficiency in navigating multiple computer applications and strong typing skills.
- Ability to work independently in a remote environment with minimal supervision.
- High school diploma or equivalent.
- Reliable high-speed internet connection and a dedicated quiet home workspace.
Preferred Qualifications
- Associate's degree or higher.
- Previous experience in a remote customer service or retention role.
- Prior experience in the telecommunications or related service industry.
- Bilingual proficiency (English/Spanish) is a significant asset.
- Demonstrated experience achieving sales or retention targets.
Perks & Benefits
- Competitive hourly wage with performance-based incentives.
- Comprehensive medical, dental, and vision insurance.
- 401(k) with company match.
- Paid time off, including vacation, sick leave, and holidays.
- Complimentary Spectrum services (Internet, TV, Mobile, Voice) in eligible service areas.
- Tuition reimbursement program for continued education.
- Career development and advancement opportunities within a large enterprise.
- Employee assistance program.
- All necessary equipment provided for your home office setup.
How to Apply
To embark on a rewarding career with Charter Communications, click on the application link below. Please ensure your resume highlights your customer service and retention experience. We look forward to reviewing your application!