Time Warner Cable Retention Specialist Job Description
A Time Warner Cable Retention Specialist is a customer service professional who is responsible for saving customers who are considering canceling their services with the company. This role requires excellent communication and negotiation skills, as well as a deep understanding of Time Warner Cable’s products and services.
As a Retention Specialist, you will primarily be engaging with customers who have expressed their intention to cancel their subscription. Your main goal will be to understand their concerns and provide solutions that meet their needs, in order to keep them as loyal customers.
Key Duties and Responsibilities:
1. Engage with customers who have contacted Time Warner Cable with the intent to cancel their subscription.
2. Actively listen to customer concerns, empathize with their issues, and proactively offer solutions that address their needs.
3. Demonstrate an in-depth knowledge of Time Warner Cable’s products and services, including cable, internet, and home phone packages.
4. Utilize effective sales techniques to retain customers by offering suitable promotions, discounts, or upgrades.
5. Negotiate with customers to find common ground and reach mutually beneficial resolutions.
6. Handle customer objections and provide compelling reasons to retain their subscription.
7. Educate customers about the benefits and features of Time Warner Cable’s products and services.
8. Accurately document customer interactions, including reasons for cancellation requests and actions taken to resolve queries.
9. Collaborate with other departments within the organization, such as Billing or Technical Support, to address and resolve customer issues.
10. Stay up-to-date with company policies, industry trends, and product knowledge to provide accurate and up-to-date information to customers.
11. Meet individual and team performance targets, including customer satisfaction, retention rates, and revenue goals.
Requirements:
1. High school diploma or GED equivalent. A bachelor’s degree in a relevant field can be an added advantage.
2. Strong interpersonal and communication skills, both verbal and written.
3. Excellent problem-solving and negotiation abilities.
4. Ability to work in a fast-paced and dynamic customer service environment.
5. Previous experience in a customer service or sales role is preferred, especially with a focus on retention.
6. Knowledge of Time Warner Cable’s products and services is a plus.
7. Proficiency with customer relationship management (CRM) software and other relevant computer applications.
8. Adept at multitasking and managing multiple customer interactions simultaneously.
9. Flexibility to work in shifts, including evenings, weekends, and holidays based on customer demand.
Working as a Time Warner Cable Retention Specialist can be a challenging yet rewarding experience. By effectively engaging with customers, utilizing problem-solving skills, and demonstrating the value of the company’s services, you play a crucial role in customer retention and contributing to the overall success of Time Warner Cable.
In conclusion, a Retention Specialist at Time Warner Cable is responsible for engaging with customers who are considering canceling their subscription, providing suitable solutions, and utilizing sales techniques to retain them as loyal customers. This role requires excellent communication and negotiation skills, as well as a deep understanding of Time Warner Cable’s products and services. If you enjoy working in a customer-centric environment and have a passion for resolving customer issues, this role could be a perfect fit for you.