Loyalty Associate

| Denver

Layer3 TV is seeking a Loyalty Associate to help deliver our world class service to consumers' homes.  In this key role, you will handle calls from people who are thinking about switching service providers. You'll listen patiently and empathetically, track information, and apply consultative skills regarding our services/pricing. Your knack for problem-solving will not only diffuse situations, but point out new value and result in an upsell. Beyond a passion for the customer and ability for relationships, you'll have general knowledge of current marketing offers.


Why Join Our Loyalty Team

  • Paid training
  • One on One retention/sales training with ongoing career development


Responsibilities

  • Demonstrate strong understanding of Layer3 TV products and services
  • Retain voluntary disconnects
  • Contact customer in delinquent status to work to resolve billing disputes or collect outstanding balances
  • Consult with and evaluate customer concerns; explain billing charges and credits
  • Process disconnects on customer accounts classified as non-collectable
  • Manage scheduled appointments to retrieve converters from disconnected customers
  • Own the retention process from initial touch all the way through disconnection
  • Support marketing department by performing telephone surveys
  • Inbound and outbound calls
  • Update CRM tools and database grids
  • Maintain high levels of satisfaction consistent with Layer 3 TV's values


Required Skills, Qualifications

  • Capacity for listening, dealing and confrontation, and overcoming objections
  • Self-starter who takes direction effortlessly
  • Quick learner with good technical knowledge
  • Effective communicator, superior verbal and written communication
  • Assertive, persistent, a good listener, and persuasive
  • Enthusiastic, optimistic
  • Ability to sell and close new accounts at high performance levels


Education / Certification

  • High school or equivalent

Layer3 TV, Inc. is a next generation cable provider spearheading a new era of home media, combining the best of television, social and digital life. Founded in 2013 by cable television veterans Dave Fellows and Jeff Binder, Layer3 TV is led by a dynamic team of veteran entrepreneurs from the cable, technology, and entertainment industries. Layer3 TV's backers include some of the most respected firms in private equity, venture capital, Silicon Valley and Hollywood. 

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Location

1660 Wynkoop Street, Denver, CO 80202
1660 Wynkoop Street, Denver, CO 80202

Perks of working here

Dental
Health Benefits
Vision
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