Retention Representative

A recognized leader in home entertainment, information and communication; Time Warner Cable owns and manages the most advanced cable TV operations in the U.S. Our history has been one of innovation, including the design of the fiber-coaxial technology that set the industry standard. As we continue to grow, we have a greater need for individuals like you to join our talented and diverse work force.

We are currently seeking Retention Representatives to join our team.

PURPOSE:
Responds to inbound cancellation telephone calls and provides information and assistance on all aspects of cable services with the goal of retaining the customer.

MAJOR JOB DUTIES:
?Receive high volume of incoming phone calls and respond to inquiries in a manner which meets high quality, productivity and other performance standards.
?Sell and upgrade company core products in accordance with company requirements and customer needs.
?Save customers from disconnecting services.
?Provide information regarding products and services, billing, repair, collections and respond to other types of inquiries.
?Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines. Inform supervisor/manager of all unresolved complaints.
?Attempt to troubleshoot customers' service problems and schedule field service calls when necessary.
?Schedule customer appointments in accordance with established procedures.
?Document customer transactions accurately in tracking system.
?Coordinate with co-workers, lead persons and other departments as appropriate.

Apply Online:
To apply, refer to Requisition # 62885BR online at:
http://www.timewarnercable.com/SoCal/Careers/default.html

TWC will only consider applications submitted through company web-site.

Please visit us online at www.timewarner.com to learn about our company and view other career opportunities. We offer competitive wages and comprehensive benefits. Time Warner Cable supports a drug-free environment. EOE/M/F/D/V.
REQUIREMENTS
SKILLS AND QUALIFICATIONS:
Requires heavy phone volume experience in a customer service capacity. Automatic call distribution and sales experience preferred. Customer service/public relations, telecommunications and data terminal experience also preferred. Must have basic math, reading, writing, and organizational skills with strong initiative. Must have pleasant personality, telephone manner and capability to work independently. Typing speed of 40 WPM is required. Bilingual: English/Spanish a plus.