Representative 3, Small & Medium Business Direct Sales - Retention
Comcast · United States
- Hybrid
- Full-time
- $50,000 / year
- United States
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Job highlights
- Retain existing customers by resolving issues.
- Minimize churn with strategic offers.
- Proactively engage clients for satisfaction.
- Prevent service disconnects for non-payment.
- Collaborate with teams for success.
About the role
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
Skills & topics
- Sales Representative
- Customer Retention
- Small Business Sales
- B2B Sales
- Account Management
- Customer Service
- Sales
- Retention
- Upselling
- Comcast Business
- CRM
- Negotiation
- Communication
- Adaptability
- Troubleshooting
How to get hired
- Tailor your resume: Highlight customer retention, sales, and problem-solving experience relevant to Comcast's needs.
- Showcase your skills: Emphasize adaptability, communication, and customer service experience in your application.
- Understand Comcast's values: Align your application and interview responses with their Operating Principles and customer-centric approach.
- Prepare for sales scenarios: Be ready to discuss how you'd handle customer retention challenges and offer solutions.
- Network and inquire: Reach out to hiring managers for insights into the role and team dynamics.
Technical preparation
Practice CRM software usage and data entry.,Review Comcast Business product offerings.,Study sales scripts and objection handling.,Understand billing systems and payment processes.
Behavioral questions
Describe a time you retained a difficult customer.,How do you handle customer objections regarding price?,Explain your approach to de-escalating angry customers.,How do you stay motivated during challenging periods?
Frequently asked questions
- What are the typical working hours for a Small & Medium Business Retention Sales Representative at Comcast?
- The role requires regular, consistent, and punctual attendance, and you must be able to work nights, weekends, variable schedules, and overtime as necessary. Specific shift details are typically discussed during the interview process.
- What is the expected salary range for this role at Comcast in Illinois?
- For Illinois, the pay range for a Small & Medium Business Retention Sales Representative is between $15.75 USD and $31.87 USD per hour, plus targeted commission. Actual pay will depend on factors like experience and performance.
- Does Comcast offer career growth opportunities for Retention Sales Representatives?
- Yes, Comcast emphasizes growth and learning. Employees at all levels are encouraged to be enthusiastic learners, and this role can serve as a stepping stone for advancement within the sales and customer service departments.
- What kind of commission can I expect as a Small & Medium Business Retention Sales Representative at Comcast?
- Comcast offers a targeted commission of $10.58 USD per hour. Additionally, sales compensation programs provide potential for significant upside earnings for those who exceed their sales targets.
- What are the minimum educational requirements for this position at Comcast?
- A High School Diploma or GED is the minimum educational requirement for the Small & Medium Business Retention Sales Representative role at Comcast.
- How does Comcast handle applicants with a criminal history for this sales role?
- Comcast considers applicants with arrest or conviction records in accordance with applicable laws, such as the San Francisco Fair Chance Ordinance. However, an applicant's criminal history may directly and adversely affect their suitability for the role's duties, potentially leading to the withdrawal of a conditional job offer.
- What does 'minimizing churn' mean in the context of the Small & Medium Business Retention Sales Representative role?
- Minimizing churn means proactively working to keep existing customers by offering competitive product bundles, appropriate pricing, and ensuring their needs are met, thereby preventing them from discontinuing their services with Comcast.
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