Sales Retention Specialist

Job Code
220

FLSA Status
Nonexempt

BCI Company

Position Summary

The Sales Retention Specialist, is responsible for directly servicing the needs of the Buckeye residential customers with general information, billing, and promoting and selling Buckeye products and services to new and existing customers. The CSR2 will provide analysis to advise Buckeye customers on their purchasing decisions with recommendations of technology solutions, thoroughly educates, and demonstrates the advantages of the recommended package. The Sales Retention Specialist 2 maintains a strong customer focus and strives to make all interactions a positive customer experience. The CSR2 reports directly to the assigned Manager, Sales & Support. There are no reports to this position.

Essential Functions

• Communicating 100% accurate information to customers regarding billing invoices, cycles, procedures and processes;
• Communicating 100% accurate information to customers regarding general information about our products, services, and the company resulting in a First Call Resolution;
• Suggestive selling to upgrade customers’ services;
• Participate in continuous sales training to grow sales and retention skill set
• Retain existing customers by using all tools, techniques and offers available
• Proficient in meeting and/or exceeding sales goals
• 100% accuracy on all work performed;
• Warm transferring of every call that is beyond their skill proficiencies to the correct area of the company whenever possible;
• 100% accuracy in verifying field appointment times with customers;
• Rescheduling field appointments as requested by a customer;
• Completing the Final Notice call out program as assigned;
• Receiving all incoming telephone correspondence and providing unaided first-call resolution to the customer’s requests that are within skill proficiencies, billing system privileges, company policies, and department procedures;
• Using the PC workstation to access customers’ accounts in order to assist customers with their needs;
• Insuring the confidentiality of all customer information;
• Working continuously with co-workers as a team to achieve the goals of Customer Operations;
• Using their own good judgment when servicing the needs of our customers;
• Actively promoting the sales and retention of the Company’s services to our customers and co-workers;
• Actively pursuing the unauthorized use of the Company’s products and services;
• Meeting the standards set forth by the management of Customer Service;
• Sending comment cards to customers on a regular basis;
• Completing Data Entry as assigned;
• Keeping the department neat and organized;
• Attendance at monthly department trainings and weekly team meetings as assigned by the Customer Operations Management Team;
• Accurately recording time sheets and notifying a Call Center Operator when late for work as outlined in the attendance procedure;
• Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, at all times;
• Performing any miscellaneous department duties as needed.

Education and Experience Requirements

• Previous experience in a customer service environment – required
• Previous sales experience - required
• Keyboard Skills – required
• High School Diploma – required
• Must be able to pass our comprehensive background and drug screen – required

Core Competencies

• Agile – Embraces change; adaptable and flexible; sense of urgency;
• Innovative – Uses critical thinking; Creativity; Continuous learning; Challenges the status quo;
• Customer Focused – External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
• Collaborative – Teamwork, Proactive knowledge sharing, Constructive Conflict;
• Accountable – See it, Own it, Solve it, Do it; Hold each other accountable.

Job Specific Competencies

Other Skills and Requirements

• Maintains punctuality and good attendance;
• Background record that meets Company standards;
• Reliable means of transportation at all times.

Working Conditions and Physical Demands

• Physical Demands:
• May include walking, kneeling, standing, stooping, sitting, driving, hearing, talking, vision (close, distant, color, depth perception, adjust focus), and use of hands and fingers. Light lifting of 20 lbs. is occasionally needed.
• Working Conditions:
• Overtime is required and must be approved in advance by the supervisor.
• Lunch and dinner breaks are assigned daily.
• If the employee is additionally assigned to work in the Lobby where there are a limited number of employees, an employee who has approved intermittent leave will be temporarily reassigned to a larger work group where the loss of attendance will not cause as great of a hardship for the business. When the intermittent leave has expired, the employee will resume where they were previously assigned.
• The CSR is required to share a desk (area) with other co-workers.
• The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
• The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Use of Company Resources, Equipment and Confidential Information

Company resources, equipment and information are provided to employees to facilitate work. They may not be used for purposes other than work without proper authorization. Any unauthorized use of company resources, equipment or information is strictly prohibited. Any unauthorized use of customer data or any other company information gained via any company resource is a breach of confidentiality and is strictly prohibited. Any unauthorized use of company resources, equipment information and/or breaches of confidentiality may be cause for termination of employment.

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required and may be expanded or changed to include other duties or responsibilities that management may deem necessary from time to time.