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Requisition Number: 2091
Job Title: Sales and Retention Specialist
Area of Interest: Customer Service
City: Butler
State/Province: Pennsylvania
Positon Type: Full Time - Regular
Job Description:

Position Summary:

Auxiliary (AUX) agents serve as support to our inbound Sales and Retention teams and are the primary Sales Web Chat agents within the Armstrong Customer Service Center. Additionally, a primary focus of the Auxiliary Team is outbound calling. As such, Auxiliary Specialists are responsible for handling inbound customer retention calls, inbound sales calls, web-chat sessions and outbound calling efforts as required.

Responsibilities:

 

  • Provide exceptional Armstrong experience on every customer contact by resolving customer issues and introducing/ promoting Armstrong service in a positive manner.
  • Handling customer relations related inbound calls – successfully retaining existing products and services in customer’s home. Must be able to ask probing questions to identify underlying customer needs, effectively describe features and benefits, and overcome objections; identify rate / billing, service, competitive, programming, or other related issues and offer viable solutions in the best interest of the company and customer. Be a solutions engineer and problem solver.
  • Handling inbound Sales related calls from both existing customers and prospective customers. Promoting, selling products & services - including Video, Internet, Telephone, channel packages and applicable equipment. Answering questions about products services, packages, equipment, channel offerings etc. Respond to customer/prospect needs for Armstrong products and services, educate on the latest marketing campaigns and then recommend the packages and services to best meet the customers’ needs.
  • Increase revenue through up-selling and cross-selling applicable products and services to existing and new customers.
  • Effectively, efficiently and positively communicate back and forth with customers / prospects via web chat. 
  • Effectively conduct direct outbound calling initiatives as required, including customer onboarding calls.
  • Meeting established department goals for sales, save rate and revenue retained 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 for the customer and the company.
  • Utilizing the Sales and Retention Models and call / progression flows to maximize the customer experience and best result.

 


Requirements:
Qualifications:
  • Ability to work and thrive in a fast paced high call volume call center environment.
  • Ability to “shift gears” from a selling mode to a customer relations / retention mode from one call to the next. 
  • Ability to handle multiple tasks simultaneously throughout the work day.
  • Ability to serve as an assist for Customer Relations, Sales & Outbound Sales Calling and other outbound calling projects as required.
  • Excellent written and grammar skills coupled with the ability to effectively, efficiently and positively communicate back and forth with customers / prospects regarding sales, products and services via web chat. .
  • 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.
  • Ability to effectively communicate and present products, services and solutions through direct outbound calling. 
  • Make assigned pre-disconnect and retention phone calls promoting cable/phone/internet services for existing customers. 
  • Ability / flexibility to work a variety of shifts as required, including weekend, evening and holiday 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
*must live in an Armstrong service area 

Armstrong is an Equal Opportunity Employer.


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