Tier: Entry-level Non-Exempt - Entry-level non-exempt role. Executes related steps, methods or standard practices. Additional Position Information: A Specialist Customer Retention is responsible for performing a variety of complex customer service functions. Extensive customer contact for resolution of billing problems, account activation, account changes, technical problems surrounding call completion difficulties and handset features, product including rate plans and other features and other general service information. Additionally may mentor or provide on-the-job-training for less experienced specialists. The Specialist Customer Retention is also responsible for determining an upsell opportunity to introduce products and service. Two years OF previous customer service/related experience or two years direct sales experience with exposure to billing or collections is required. 

The single largest factor to Sprint's success resides with our employees. We value your efforts and invite you consider the following opportunity to extend your career with Sprint!

 Job Requirements Under general supervision, receives re-routed inbound telephone calls from Consumer customers who wish to disconnect service. Customer retention and loyalty are the primary functions and contacts are non-routine and require deviation from standard screens, scripts, and procedures. Uses communication skills to understand customer issues and assess their needs. Uses influencing skills to overcome objections and suggest/promote alternative products or services. May offer special customer plans or incentives. Finalizes new contracts with customers successfully retained and maintains records regarding root causes for any consistent problem areas. May be involved in resolving complex outstanding customer service, product, or billing issues. Uses computerized system for tracking, information gathering, and/or troubleshooting. Reports to Supervisor, CCare Account Services. This is a multi-incumbent position.

Basic qualifications include:
• High school diploma or equivalent
• Customer service or telemarketing experience
• Ability to communicate by telephone
• Experience using a computerized data entry system
• Knowledge of the organization, products, and/or services

Only Sprint has the key assets and marketability to keep taking your career to the next level. With a culture that promotes diverse thought and inclusiveness along with a value system that focuses on the individual, only Sprint gives you the opportunity to spread your wings and grow your careers. Submit your resume today and continue to make a positive impact.

 Job Category Call Centers

 Work City Rio Rancho

 Work State NEW MEXICO




 

 Sprint Nextel is an EEO/AA employer with a Drug Free Workplace.