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Retention Representative - HomeLife

Cox Communications

Phoenix, AZ
Job Code:
Cox Communications
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Job Details

Company Cox Communications
Title: Retention Representative - HomeLife
JobID: 1712784
Category: Sales
Industry: Cox Communications, Inc.
Job Type: Full-time


At Cox, we connect people to the things they love. Now we’d like to connect with you. Cox Communications is looking for sharp talent to join our team and be the voice of our brand.

In this role you would be responsible for retaining existing Home Life customers through personal contact and a higher level of customer service.  Takes calls from existing customers who want to disconnect or downgrade their services and troubleshoots, resolves problems, and persuades them not to leave Cox or downgrade their services.   Cross-sells and up-sells new or additional Home Life services as well as video, telephone, and high-speed internet.   Note:  This is a high-intensity sales function servicing inbound-calling customers on a quota, commission basis.  

Primary Responsibilities and Essential Functions

• Takes direct and transferred inbound calls from customers who want to disconnect or downgrade their Home Life services, seasonally or permanently.  Requests account information, accesses customer record databases or other electronic tools and information delivered to the desktop, and authenticates customer by requested PIN or other identifying information.
• Turns controllable requests for disconnection or downgrades into PSU sales and save opportunities and increases revenue by identifying customer’s service needs, using technical expertise to resolve customer concerns, and using proactive sales techniques.
• Asks customers questions to troubleshoot and resolve service, pricing and technical problems.
• Refers complex problems by warm transfer to a Supervisor or departmental resolution specialist or field operations for expedited resolution when appropriate.
• Up-sells and cross-sells video, internet and telephony to existing customers.
• Completes installation, disconnect, transfer (in some locations) and seasonal downgrade orders and updates customer accounts in customer record database.
• Issues trouble tickets in customer record database authorizing the repair of technical Home Life problems.
• Works with Cox employees from other departments to immediately resolve customer issues.
• Places follow-up calls to customers if there was a problem or change in installation services.
• Regularly researches and reviews competitive pricing and service offerings to provide competitive price and product comparisons to customers and sell against the competition.
• Resolves customer complaints and defuses situations calmly and courteously.
• Educates customers in the use of installed product, service offerings, billing, charges, and product features.
• Performs any necessary calculations pertaining to fees, time periods, pro-rated charges, or competitive pricing comparisons.


•           HS diploma, GED or relevant work experience
•           2 or more years of experience preferred in related field (i.e. Marketing, Sales, Home Security, etc.)
•           Requires strong knowledge of  Microsoft Word, Excel, PowerPoint, Outlook, etc. ; processes, procedures and customer contact matters.  
•           Excellent multi-tasking, teamwork, listening, verbal and written communication skills, customer service, and collaborative skills to work effectively with external customers and teams within the organization 
•           AS/AA or Technical Certification in related discipline strongly desired (i.e. Marketing, Business, etc.).  
•           Experience in telecommunications industry desired
•           Bilingual (English/Spanish)
•           Knowledge of ICOMS Sales Order Entry

About Cox Communications


Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and home security and automation services over its own nationwide IP network. Cox Business is a facilities-based provider of voice, video and data solutions for commercial customers, and Cox Media is a full-service provider of national and local cable spot and digital media advertising. Cox is known for its pioneering efforts in broadband, voice and commercial services, industry-leading customer care and its outstanding workplaces. Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at and

Organization: Cox Communications, Inc.

Primary Location: US-AZ-Phoenix-1550 W Deer Valley Rd

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: No

Schedule: Full-time

Unposting Date: Ongoing
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