Client Solutions Retention Representative

About This Role

Serve as a Client Solutions Retention Representative for Cox Business, focusing on reducing controllable churn for small-to-medium business customers by resolving issues, offering incentives, and identifying upsell opportunities while also assisting with billing inquiries.

Responsibilities

• Answer customer disconnect calls and resolve issues with creative solutions and offers
• Assist with customer billing calls, ensuring a best-in-class experience
• Drive additional revenue by focusing on customer needs and exploring upsell opportunities
• Make outbound calls to inform customers about referral programs, new products, enhanced packages, or to secure renewals and upgrades
• Reach out to customers nearing contract expiration (3-6 months out) to secure renewals and identify upsell opportunities
• Negotiate pricing, products, promotions, and terms with clients, performing calculations for fees, time periods, pro-rations, and competitive comparisons
• Troubleshoot and resolve service, pricing, or technical issues, ensuring customers feel heard and supported
• Collaborate with sales support to find optimal solutions and resolve installation or service challenges
• Educate customers on how to maximize their Cox Business products and services, including features, billing, and charges
• Manage sales orders with the sales support team and provide customer insights to the marketing team for future strategies

Requirements

• 5+ years of relevant experience, or a high school diploma/GED with 3 years of experience
• Proficiency with computers and common business software
• Empathetic listening and problem-solving skills

Qualifications

• High school diploma/GED with 3 years of experience, or an associate/bachelor's degree in a related field
• 5+ years of relevant experience, or a high school diploma/GED with 3 years of experience

Nice to Have

• Associate degree or technical certification in a related discipline
• B2B sales experience with a proven track record of meeting quotas
• Background in revenue generation or customer retention roles
• Experience in the communications industry or with a major communications equipment vendor

Benefits