Jobfox - Sales Support Team Representative

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Job Title: Sales Support Team Representative

Company Name: RCN Corporation

Location: Arlington, MA

Profession: Sales Representative/Business Development

Job Description:

General Summary: Ensure the highest level of customer service is provided by upholding the company’s customer service standard. In doing so, look continually for ways to anticipate and exceed customer expectations while saving time and cost for the company.
Essential Duties and Responsibilities:

1. Responsible for handling all escalated customer issues which result in the customer making a decision to cancel or disconnect services.
2. Is the liaison between cross-departmental functions and personnel needed to assist in saving the customer.
3. Responsible for partnering with the Lead or Manager to quickly and directly address issues and obstacles and to remove any barriers to achieving result.
4. Respond with a sense of urgency to customer problems and communicate unresolved issues with Supervisor or Sales Manager.
5. Responsible for knowing all aspects of products and the business therefore ensuring that the customer has all information.
6. Motivate self to meet and exceed personal or departmental daily goals.
7. Responsible for setting and delivering on high personal and organizational goals.
8. Responsible for following-up with all customers to ensure that the sale was completed as well as using the opportunity to up-sell additional products and services.
9. Responsible for any other duties assigned by Lead or Manager.
10. Responsible for customer loyalty calls. This includes calling customers who have placed a disconnection of service to determine root cause and to be prepared to resolve the issues and keep them as an active customer.
11. Provide reports to management that will consist of number of customers saved, competitor offers, and provide feedback and suggestions on Retention offers.
12. Work white mail and e-mail requests from all RCN Markets.
13. Job duties may differ based on the needs of the business

Minimum Qualifications:

• Education: High School Diploma • LicensuresCertification: Relevant Work Experience: Proven Track Record in maintaining Service Levels as it relates to Sales and/ or Customer Service fields.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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