Customer Loyalty Representative

CATEGORY: Sales/Retail/Business Development REFERENCE CODE: 7018.1072 Fast paced, innovative, energizing. These are a few words to describe the exciting work environment Cox Communications creates in the many communities we serve. Beyond focusing on customers and communities, we are committed to treating our employees with integrity, dignity, and respect. In return, we expect our folks to be team players while making individual contributions, to continue learning and developing, and to try innovative ways of doing business. At Cox Communications, diversity is a critical part of our culture, values and business operations. This diversity of people, products and partners naturally stimulates a diversity of perspectives, which helps create an enviable company culture and enhance the growth and vitality of all Cox stakeholders. We invite you to explore what we have to offer. Customer Loyalty Representative Orange County, CA Description:Customer Loyalty RepresentativeJOB PURPOSE:Provide excellent customer service/sales/technical assistance by taking primarily inbound downgrade and disconnect calls for the Orange County system. Utilize skills acquired through Cox training and recent relevant customer service/sales/technical experience to meet and exceed established goals and performance levels to minimize the loss of customers and revenue. Actively promotes the value of our services, the three product bundle, retention of services, and ensure customer satisfaction and loyalty, by consulting with, assisting and resolving a wide variety of customer telephony/telecommunications requests, inquiries and complaints.RESPONSIBILITIES: Handles downgrade and disconnect inbound calls effectively and efficiently through the use of proactive customer service and retention skills, call control, selective sales techniques, and technical troubleshooting. Make outbound customer loyalty calls for the purpose of promoting good will and expanding customer knowledge of our services, and to promote new services. Generates and retains Cox services through the acquisition of and retention of customers by using Cox trained skill sets, programming and technical expertise, and makes the appropriate recommendations for services using consultative sales and retention skills. Builds customer loyalty by effectively resolving any/all customer issues and differentiating Cox products from those of our competitors and communicating those differences effectively. Demonstrates superior product knowledge and possesses the ability to show customers the value of our products and services. Continuously collects, updates and improves competitive knowledge and mindset across ALL services offered (video, voice, and data). Takes ownership of customers issues/problems. Acts as primary contact to insure follow up and resolution that meets and exceeds the customers expectation. Seeks and understands all Cox processes related to resolving customer issues. Utilizes effective outside the box thinking for those special and out of the ordinary circumstances while also reinforcing established company policies regarding customer contact to insure consistency with other departments. Effectively communicates any out of the ordinary circumstances to those that need to be involved. Identifies and tracks essential and appropriate information regarding why customers are downgrading/disconnecting services. Understands and promotes all relevant/current marketing campaigns with the goal of retaining/adding all products and services (completing the bundle). Minimize product churn by actively resolving concerns/issues efficiently and effectively through the use of active listening, personalizing techniques and by focusing on adding/building value.AFFIRMATIVE ACTION ANDEQUAL EMPLOYMENT OPPORTUNITY EMPLOYER, M/F/D/VCox Communications is a multi-service broadband communications and entertainment company with more than 6 million total residential and commercial customers. The third-largest cable television company in the U.S., Cox offers an array of advanced digital video, high-speed Internet and telephony services over its own nationwide IP network, as well as integrated wireless services in partnership with Sprint (NYSE: S). Cox Business Services is a full-service, facilities-based provider of communications solutions for commercial customers, providing high-speed Internet, voice and long distance services, as well as data and video transport services for small to large-sized businesses. Cox Media offers national and local cable advertising in traditional spot and new media formats, along with promotional opportunities and production services. More information about the services of Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at www.cox.com, www.coxbusiness.com, and www.coxmedia.com Qualifications:QUALIFICATIONS:** Billingual ** (Spanish) preferred High School Diploma or GED required, college degree preferred. 1 year recent, relevant, consultative sales/customer service experience or the equivalent is required. Must possess very strong interpersonal, and communications skills. Must have an excellent balance of sales, technical, and customer service skills. Must be objective, assertive and comfortable within a highly competitive environment. Must be PC and Windows literate; have the ability to multi-task efficiently and effectively, and possess effective keyboarding ability. Actively listens, communicates clearly, concisely and assures customer understanding. Has the ability to retain detailed, or important, information and/or instruction. Effectively manages personal and work related stress; exhibits patience. Must enjoy creative problem solving. Possess the ability to identify and overcome objections. Must possess good organizing & prioritizing skills. Must have good command of the English language, including excellent enunciation, grammar, clear, confident speech patterns and lack of slang. Must have basic mathematics skills. Must be familiar with a quota driven sales commission environment. Must possess high energy and be motivated by goals. Enjoys competing in a TEAM environment, while helping the customer at the same time. Must possess the ability to continuously speak and hear detailed or important information and/or instruction. Must have the ability to frequently use repetitive motions of the wrist, hands and/or fingers. Work requires visual acuity in order to prepare and analyze data at a distance close to the eye.Salary/Benefits: Salary commensurate with experienceJob Location: Rancho Santa Margarita, CAJob Number: 28469Company URL: http://www.cox.com/CoxCareer/Company Profile:As the third largest cable provider in the nation, Cox Communications, Inc. is noted for its high-capacity, reliable broadband delivery network as well as the company's ability to provide superior customer service. For Cox, it's not about being the biggest; it's about being the best.