The Outreach Activation Specialist I role is responsible for frequent contact with external customers to activate Spectrum services to include Spectrum Mobile, Xumo streaming box, and all other video, internet, and voice service via outbound or inbound dialing system.
Individuals in this role will also be responsible for upselling existing Spectrum customers on additional products and services.
This position reports directly to the Supervisor and will not have any supervisory responsibilities.
MAJOR DUTIES AND RESPONSIBILITIES
- Actively and consistently supports all efforts to simplify and enhance the customer experience.
- Effectively activate Charter Products and Services to existing customers by way of inbound, or outbound, dialing system in accordance with company standards and policies.
- Guide customers through the mobile activation or internet utilization process while operating various tools and applications.
- Upsell additional product and services to existing customers by identifying and maximizing opportunities.
- Remain knowledgeable and up to date on all current Spectrum products and services.
- Facilitate customer escalations to immediate leadership for proper support and next steps.
- Effectively troubleshoot issues regarding customer accounts, product misplacement, or technical difficulties.
- Meet required targets and key performance indicators set forth by the business to include calls per day, upsell of new prospects, and product activation.
- Assist and instruct customers by utilizing different channels of communication.
- Responsible for documenting and sharing best practices within team.
- Perform other duties as assigned.
REQUIRED QUALIFICATIONS
Required Skills / Abilities and Knowledge
- Ability to read, write, speak, and understand English.
- Ability to prioritize, organize, and multitask effectively.
- Ability to conduct a needs analysis (consultative approach), overcome objections, develop a strong sales pitch, and effectively close sales.
- Ability to use personal computer & multiple software applications.
- Ability to work independently and in a group environment.
- Ability to effectively address / resolve customer complaints and issues.
- Ability to work while seated for prolonged periods of time, taking / dialing back-to-back calls.
- Knowledge of office procedures and Company policies
- Knowledge of service troubleshooting
- Bilingual Spanish Required
Required Education
High School Diploma or equivalent
Required Related Work Experience and Number of Years
Customer Service or Sales Experience - 2+
PREFERRED QUALIFICATIONS
Preferred Skills / Abilities and Knowledge
- Ability to maintain confidentiality.
- Ability to solve problems while working under pressure.
- Knowledge of the cable / telephony industry - products and services
- Knowledge of all four lines of business (Cable, Internet, Voice, Mobile)
- Knowledge of Residential product information, packaging, pricing, and current offers
WORKING CONDITIONS
Office environment
Flexible work environment
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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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