Bilingual Customer Retention Rep
Cox Communications - Phoenix, AZ

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Reporting to the Call Center Supervisor, the Bilingual 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.
Bilingual Customer Retention Rep Primary Responsibilities
  • 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 customer's service needs, using technical expertise to resolve customer concerns, and using proactive sales
  • techniques
  • Sell on Cox's 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
  • 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
  • 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

  • High School Diploma, GED or equivalent work experience
  • Ability to speak Spanish fluently
  • Ability to speak, read and write English fluently
  • 16 years of age or older
  • 6 months experience working in a position that requires meeting sales goals
  • 6 months experience using a computer
  • Demonstrated ability to effectively communicate, both orally and in writing
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


Cox Communications - 21 months ago - save job
About this company
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Cox Communications is a multi-service broadband communications and entertainment company with 6.2 million total residential and commercial...