Retention Agent

Job Category:  Customer Support/Client Care The primary responsibility of the Retention Representative is to retain our residential customers via inbound phone calls and/or correspondence. The Retention Specialist is also responsible for maintaining an acceptable save rate percent, while following all Vonage policy and procedural guidelines designed and approved by Vonage for the purpose of customer Retention. These job functions require the Retention Specialist to be a Subject Matter Expert in Account Services Retention Offers & Promotions, exhibit excellent communication/sales skills and work in an accurate and timely manner to meet all objectives. Primary ResponsibilitiesRetain Vonage Customers via inbound calls and/or responding to correspondence and Internet E-mails. Meet all given goals and objectives for customer save rates Solicit cross-selling and up-selling opportunities within the customer care experience Work closely with all departments to resolve customer issues (service/ technical issues, billing, credit/adjustments, cancellation requests, etc.) Identify reason(s) for customer dissatisfaction and/or discontinuance requests in a timely manner and meet all assist Vonage in meeting company wide initiatives in retaining customers. Provide customer feedback findings to management Provide operational and systems suggestions to management Track and report all relevant customer care performance metricsEducationUndergraduate degree preferred Relevant work experience requiredIf you are interested in becoming a Vonage Retention Agent, we welcome you To begin the interview process by calling 800-975-8658Skills/Experience Proven aptitude and knowledge of sales and customer service retention capabilities Excellent customer service skills (friendly, courteous and helpful) Excellent grammar Ability to interpret technical instructions Must demonstrate creative and independent thinking Good basic computer skills including emailing and Internet usage For quick consideration apply here Vonage The Broadband Phone Company service is redefining communications by offering consumers and small business- VolP Internet phones, an affordable alternative to traditional telephone service. Vonage America Inc. provides VOIP services, including account subscription, maintenance, billing and customer care, and is a wholly owned subsidiary of Vonage Holdings Corp. Vonage®, Vonage The Broadband Phone Company® and Vonage Digital Voice® are registered service marks owned by and used under license from Vonage Marking Inc. a wholly owned subsidiary of Vonage Holdings Corp. Using these and other intellectual property such as logos, slogans, trade dress, and graphic symbols on packaging, products, or services requires express written permission from Vonage Marketing Inc. © 2001 - 2005, Vonage Marketing Inc., All Rights Reserved.