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Midcontinent · 2 hours ago

Retention Representative

Sioux Falls, SD

Full-time

Onsite

Entry Level

1+ years exp

Midcontinent is a company focused on retaining customer loyalty and enhancing revenue objectives. The Retention Representative role involves servicing customer inquiries, conducting proactive retention efforts, and providing tailored solutions to enhance customer satisfaction and loyalty.

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Responsibilities

Service inbound calls from residential customers requesting to disconnect service, add to services, change current services, or inquire about their current pricing

Complete proactive retention efforts by making outbound calls in order to build customer loyalty

Exceed organizational goals for revenue by retaining and upselling

Assist customers who have complex issues or questions about their billing

Save customer relationships by completing a needs assessment, making service recommendations, and presenting the value of products and services

Provide recommendations through value-based selling

Understand customers concerns and tailor a plan of action in order to retain a customer relationship

Establish rapport and communicate effectively in all forms of communication with internal and external customers when taking inbound and making outbound calls

Handle inquiries with the ability to assess, analyze, and problem solve complex situations while maintaining a positive customer relationship

Address customer complaints with the goal of increasing satisfaction and securing the customer relationship

Accurately record customer transactions and complete all necessary requirements for installs, service changes, repairs, and all other customer transactions

Work closely with the internal team members and external Sales and Service teams to ensure an exceptional customer experience

Communicate effectively and professionally in all forms of communication with internal and external customers

Adhere to Midco privacy guidelines to ensure each customer’s privacy

Maintain regular attendance as required by your position

Must be goal-driven

Actively participate in team efforts to support and establish exceptional customer experiences

Function as an effective team member while supporting the efforts and concepts of other departments

Support the mission, vision, and values of Midco

Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas of responsibility

Possess an enthusiastic, energetic, self-motivated, creative, and detail-oriented approach on customer interactions and projects

Possess strong written skills

Possess strong problem-solving, critical-thinking and decision-making skills while using good business acumen

Ability to create positive customer experiences with a focus on growing revenue for the business

Change from one task to another without loss of efficiency or composure

Maintain a positive work atmosphere by acting and communicating in a manner so that that develops positive relationships with team members, customers and leadership

Identify opportunities for improvement while creating and implementing viable solutions for customers

Actively follow Midco policies and procedures

Perform other duties as assigned