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Requisition Number: 1947
Job Title: Customer Retention Specialist
Area of Interest: Customer Service
City: Butler
State/Province: Pennsylvania
Positon Type: Full Time - Regular
Job Description:

COMPANY INFORMATION:

Armstrong Utilities, Inc. connected our first cable television customers in 1963, in Butler, Pennsylvania. Since that time, we have continued to keep pace with the technological advancements of this ever-changing industry.

Our first customers received nine channels. Today, Armstrong offers consumers hundreds of viewing options, High Speed Internet service, telephone service and a variety of business products, all over our state-of-the-art broadband network.

Throughout our more than 50 years in cable television, Armstrong has been a leader in innovation. Using fiber optics and advanced technology, our networks are designed to provide leading-edge services and high reliability.

Armstrong has always relied on the great people who work for us. Nationally recognized for customer service excellence, their dedication to the customer has kept us a leader in the industry.

Position Summary:

The Auxiliary Specialist will be responsible for handling inbound retention calls, sales web-chat sessions and outbound calling efforts.

Responsibilities:

  • Retaining existing products and services in our customer’s home. Must be able to ask probing questions to identify underlying customer needs, effectively describe features and benefits, and overcome objections; specifically, the individual will identify billing, service, programming, or other related issues and offer a solution.
  • Meeting established department goals for sales, save rate percentages, and work order accuracy. 
  • Communicating issues or feedback to the appropriate individuals as it relates to our products and customers. 
  • Completing other projects as assigned.  
  • Having a genuine sense of empathy and working with patience as an advocate on the customers’ behalf.
  • Serving as sales back-up, believing and promoting Armstrong services.
  • Utilizing the Sales Model to maximize the customer experience.      
Requirements:

Auxiliary Specialist Qualifications:

  • Serve as an assist for Relations, Sales & Outbound Calling
  • Respond to customer correspondence in appropriate manner (via phone and e-mail).
  • Accurately enter order information, including updating of customer accounts, telephone and contact numbers.
  • Prevent customer downgrades and disconnections by offering other effective and timely solutions. This may require follow up work with system offices and other related departments.
  • Make assigned pre-disconnect and retention phone calls promoting cable/phone/internet services for existing customers. 
  • Provide a quality Armstrong experience on every customer contact by resolving customer issues and introducing/ promoting Armstrong service in a positive manner.
  •  Shift may require weekend and evening hours.

Compensation & Benefits:  

  • Competitive hourly wage with free/discounted services
  • Opportunity for advancement
  • Attractive benefits package including medical, dental, vision, 401k and more, effective immediately upon hire
  • Paid vacations, sick time & holidays


We are growing our Auxiliary Specialist workforce now, for immediate consideration please apply now!


Armstrong is an Equal Opportunity Employer.

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