Bilingual Retention Rep Job
Time Warner Cable 3,020 reviews - Austin, TX

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Posting Job Title: Bilingual Retention Rep
Requisition #: 143702BR
Posting Location: Austin, TX, US
Area of Interest: Customer Service/Member Services
Position Type: Full Time

Posting Job Description

Time Warner Cable currently seeks a Bilingual Retention Representative for our Marketing & Sales Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
**Hours will vary: 7AM - 9 PM Monday - Sunday**

Position Summary:
The main purpose of the position is to save and retain our current subscribers. In order to increase RGU growth, suggestive sales techniques should be utilized in order to upgrade customer's accounts to additional products and services. Representatives will be asked to use consultative sales skills to educate the customer on competitive pricing information and assist the customer in comparing and contrasting our products and services versus the competition. A customer-centric mindset is necessary in order to ensure long-term customer satisfaction.

Essential Job Functions:
  • Handle inbound disconnect/downgrade calls from existing customers
  • Responsible for skillfully retaining customers through positive customer relationship building
  • Diffuse the irate customer situation by utilizing strong listening skills and probing techniques
  • Identify reason(s) for disconnect and overcome objections in an effort to retain the customer
  • Save and re-sell the value of our products and services by properly aligning their features, benefits and price with the needs of our customers
  • Effectively transition from the save to upgrading the customer to additional products and services
  • Provide exceptional customer care across all call types including escalations, technical support and billing
  • Track the primary reasons for requests to disconnect service in specific geographic areas by competition and forward the information to the appropriate departments for further investigation
  • Take ownership of customers' concerns and act as a primary contact, providing name and telephone extension to help build confidence
  • Act as intermediary between customer and appropriate departments to ensure customer satisfaction
  • Maintain knowledge of all marketing campaigns, competitive campaigns/pricing, save offers, and make appropriate use of campaigns/save offers in retaining customers
  • Provide explanation and interpretation of billing system information
  • Punctual and consistent attendance is required. Must be available for overtime or weekend hours, as needed
  • Provide one call resolution of all customer inquires and concerns
  • Adhere to productivity metrics to ensure all calls are handled in a timely and efficient manner
  • Perform other related duties as assigned
Job Requirements:
  • Bilingual Spanish is required
  • Customer-centric mentality
  • Passion for the customer
  • Ability to operate a computer and type 30 wpm
  • Must have ability to complete all work
Preferred Qualifications:
  • Demonstrated ability to work independently
  • Effective listening skills with high level of empathy
  • Effective verbal communication skills, including grammar and tone
  • Ability to probe and correctly identify customer needs/concerns.
  • Strong Problem solving ability
  • Exceptional sales skills in order to save and upgrade customers
  • Proven ability in objection handling techniques
  • Ability to deal with rejection
  • Manage confrontation and remain confident
  • Knowledge of company products, services, marketing campaigns and save offers
  • Ability to provide complete customer service, overcome customer objections and retain customers
  • Self-motivator - upbeat and with a high energy level
  • Team player
  • Strong work ethic
Education & Experience:
  • High school diploma or GED or equivalent or minimum five (5) years of directly related experience required
  • Ideal candidates will have three to five years of customer service experience with a focus on sales
and retention.

CBTWC 3/29/13

FCC Unit_TWC: 1221
Controlling Establishment ID: 00506 - Austin Rutland

More on TWC:
Time Warner Cable provides generous benefits. Health care and retirement benefits are significant portions of the total compensation package at TWC, and we invest more in those benefits than most employers. In addition, we offer tuition reimbursement, adoption assistance, competitive paid-time-off programs, work-life resources, and discounted pricing on TWC residential products and services for employees within our footprint. Our hope is that, by providing our employees with rich and flexible benefits, we can help them take care of the people who matter most – at work and at home.

Time Warner Cable is an Equal Opportunity Employer M/F/D/V.

About this company
3,020 reviews
Time Warner Cable (TWC) makes coaxial quiver. The company is the #2 US cable company, after Comcast, with operations in 28 states. Its core...