Customer Retention Specialist - Sutherland

Company: Sutherland

Hiring Event!!

Sutherland will be recruiting “live” on Monday, April 1st from 10 am – 12 pm at RochesterWorks located on 255 North Goodman Street, Rochester NY 14607.

If interested, please make sure to come in and meet Sutherland recruiters in person for an opportunity to be pre-screened.


Customer Service Retention Specialist

  • Handle customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.
  • Offers alternative solutions where appropriate with the objective of retaining customer's business.
  • Handles business transactions about activation of new customer accounts on a computer terminal.
  • Communicates with customers using web-based tools and demonstrates the associated proficiency in typing and grammar.
  • Makes financial decisions to protect/collect revenues and adjusts customer accounts.
  • Required to achieve a sale quota. Has broad working knowledge of practices and operations and demonstrates continued and consistent proficiency in most of the skill sets utilized.
  • May assist in training new employees.
  • Performs other duties as assigned by management.


The essential functions listed below are duties performed by this job title. Duties generally include but are not limited to the following: 

  • Answers customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas
  • May be required to work in one or multiple queues/skill sets over various customer contact channels
  • Responsible for improving customer retention through programs and service provided to the customer
  • Utilizes mechanized systems to initiate and complete service orders and handle customer requests
  • Continually maintain working knowledge of all company products, services and promotions
  • Make recommendations according to customer's needs on features, accessories, upgrades and rate plans
  • Utilize operational systems to process purchases of products and services; i.e. collections, payments for Wireless bills and accessories


  • Classroom paid training
  • On-the-job paid training


  • Specific job assignments may require day, evening, weekend or holiday hours. Overtime may be required
  • One-year customer service work experience preferred. Excellent communication and computer skills




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