Job Responsibilities
As a retention rep, you are responsible for making calls to
customers who have not been paying their cable bill. You have to
try to get a payment over the phone because your bonus is based on
the amount of credit/debit cards you get over the phone in the
month, which is 90 cards. Another part of the job is the follow
the quality assurance guidlines, which is speaking friendly to the
customer, giving them accurate information, and reminding them of
the late fee, bill due date, and Pay Xpress automated payment
service. You are graded by a QA person, and that grade is also
considered in the bonus.
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Job Requirements
This is an entry level position. You can be in college and get the
job or hold an associates degree. One month of paid training.
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Uppers
The one month of paid training. It's the most fun your going to have.
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Downers
Have to work on Saturday for 8 hours, which is mandatory.
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Lifestyle
Work Mon-Fri for 3 hours and Sat 8 hours. One hour lunch break, and two 15
minute breaks on Saturday. No employee parking, mostly college kids in retention,
and people are friendly. Also, Time Warner has cooks for lunch, but employees
have to pay.
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Compensation
Starting, $9.75 with no benefits. No paid vacation, sick days, or
holidays. Seven sick days in a year, and free cable in 90 days.
$250 bonus if you get 90 cards a month and meet QA guidlines.
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Advice to Jobseekers
Ninety cards a month may sound easy to get, but most people, when
you call, rather pay their bill through Pay Xpress or at a TWC
payment center. I was getting around 4 cards a day. There are
people in retention who get 90 cards or more at the end of the
month. Also, customer are hard to deal with. So, if you can handle
the few crazy customers you're ok, and if you can do 8 hours on
the phone on Saturday you should be fine.
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