Small & Medium Business Retention Sales Representative

Job Summary

Responsible for supporting Comcast Business Services in their efforts to retain our existing customer base. You will work with customers requesting service disconnects or those identified as high churn risks. This role involves empathizing with clients, resolving issues, and renegotiating agreement terms. You will also support customer satisfaction initiatives, contract renewals, and other retention campaigns.

Core Responsibilities

• Retain existing customers by addressing concerns like service moves, price/value, technical issues, and ownership changes through active listening, empathy, and issue resolution.
• Communicate with various departments to resolve customer issues promptly and professionally.
• Minimize churn by strategically offering product bundles and pricing that align with customer budgets and business needs, potentially expanding their Comcast product mix.
• Proactively engage clients at high churn points (e.g., 3-6 months before contract expiration, after repeated service calls) to ensure satisfaction and extend customer relationships.
• Prevent non-pay disconnects by contacting delinquent customers to resolve billing issues, secure payments, and ensure service continuity.
• Share successes and new ideas with team members to achieve individual and team goals.
• Maintain regular, consistent, and punctual attendance. Must be available to work nights, weekends, variable schedules, and overtime as needed.
• Perform other duties and responsibilities as assigned.

Employees At All Levels Are Expected To

• Understand and apply Operating Principles.
• Own the customer experience, prioritizing customer needs and providing seamless digital options.
• Be enthusiastic learners and advocates of Comcast's technology, products, and services.
• Collaborate effectively and be open to new ideas to achieve team goals.
• Participate in the Net Promoter System by joining huddles, making callbacks, and identifying opportunities for improvement.
• Drive results and growth.
• Support a culture of inclusion.
• Act with integrity towards colleagues, customers, investors, and communities.

Key Skills/Competency

• Customer Retention
• Small Business Sales
• Customer Relationship Management
• Negotiation
• Problem-Solving
• Communication Skills
• Upselling/Cross-selling
• Churn Prevention
• Customer Service
• Sales Acumen