Role Description

The primary function of the Carrier Retention Representative will consist of using the retention strategies and tools, and attempt to discover and solve pain points that might lead to a customer disconnection. Secondarily, they participate in outbound calling or emails campaigns designed to increase Carrier & Wholesale revenue by reducing commercial churn through identifying customers who should be on contract or customer’s whose contracts are expiring. They also handle a detailed process designed to monitor and track customer accounts that are disconnecting services.

• Uncover pain points that are causing customers to call into Vyve Broadband to cancel service and attempt to save those customers by solving those pain points.
• Monitor and facilitate commercial disconnects through a detailed process designed to make sure that all disconnects happen as scheduled.
• Handle and identify Business Solutions opportunities for customers that are not on contract and have contracts that will be expiring.
• Assist with customer care for Carrier & Wholesale customers to include account maintenance, account renewals, review contract status and updates.
• Demonstrate full understanding of current marketing campaigns, products, offerings and have the ability to communicate them clearly to customers.
• Communicate sales activities, reports, and results as requested by management.
• Effectively communicate product and service information, feature functionality, billing procedures, and equipment usage to each customer.
• Monitor, manage, and work with customers as their disconnection requests move through the disconnection process.
• Attempt to retain, renew or increase revenue for customers seeking disconnect, downgrade, or changes to service through examining the needs of customers as they pertain to Vyve Broadband products and services.
• Frequent and regular communication with management team.
• Manage and develop customers through Salesforce Sales Cloud.
• Undertake proactive team retention projects.

Qualifications

• High School degree or equivalent required. College degree strongly preferred.
• Office experience preferred.

Requirements

• Ability to handle and communicate detailed and process-oriented tasks designed to eliminate errors.
• Strong ability to implement time management systems.
• Enjoys a busy and always on task environment.
• Ability to work well in a team environment to meet profit center goals/quotas.
• Exhibit strong sales and customer service orientation with an inclination towards helping others and proactively handle customer concerns.
• Salesforce Sales Cloud experience a plus.
• Broadhub experience a plus.
• Must have excellent verbal and written communication, and organizational skills.
• Capability to stay organized, prioritize multiple tasks in a fast-paced environment and provide follow-through.
• Ability to pay attention to detail.
• Demonstrate the urgency to effectively resolve customer issues and/or close a sale.
• Ability to comprehend, communicate and educate customers regarding features and benefits of Vyve Broadband services.
• Has experience carrying two or more monthly sales quotas a plus.
• Abide by all Northland policies and standards as described in the employee handbook and by management.

Working Conditions

• Must be able to speak clearly and communicate effectively.
• Regularly sits and stands during working hours for prolonged periods.
• Regularly work in a remote office setting.

Company Description

Vyve Broadband strives to provide its customers with the highest quality service at the best possible price. To meet this challenge, Vyve Broadband sets high standards for all of its employees. Vyve Broadband expects that all employees abide by all Vyve Broadband policies and standards as described in the employee handbook and as communicated by management. Vyve Broadband expects all employees to represent the company in a pleasant, cheerful and professional manner at all times. Staff should treat each customer contact as an opportunity to improve system goals through the use of effective sales and retention techniques. All staff are expected to work as a team with co-workers, management and other Vyve Broadband offices to meet or exceed system goals.