Customer Retention and Sales Representative

Customer Retention and Sales Representative

Join to apply for the Customer Retention and Sales Representative role at Cox Communications
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Our customers are the lifeblood of our business. In this role, you are the last line of defense and the reason our customers stay with us.

Through building meaningful relationships at every customer interaction, you'll retain, upgrade, and add new services. If you want a challenging yet rewarding career using your persuasive skillset to help customers rediscover the value of their Cox services, this role will do exactly that.

Cox Communications, part of the Cox family of businesses, may be the place for you, and we’re hiring a Customer Retention Representative.

You must live within the Phoenix, AZ area. The full‑time position works in office hours. Call center hours are 5am‑9pm Mon‑Fri and 6am‑7pm Sat‑Sun; the shift schedule is determined at hire and subject to change.

Compensation includes a full‑time hourly base rate of at least $17.71 per hour plus monthly targeted commissions of $1,382, with a three‑time earning potential on commission. Employees receive a ramp period of up to two months. The variable total compensation is $53,430 ($25.69 per hour), while high earners average just over $73,531.29 ($35.35 per hour). Targeted total compensation may vary based on location, candidate experience, and sales targets.

• You’ll take calls from customers considering downgrading or disconnecting, listen to their concerns, and steer them toward solutions to improve their experience.
• You’ll have transparent conversations to help customers understand the value of existing Cox products and uncover the need to add additional products.
• You’ll reaffirm each customer’s household needs and influence the understanding of how Cox products meet those needs.
• You’ll upsell, cross‑sell, and work to retain every customer you interact with.
• You’ll negotiate pricing and identify new opportunities while talking about competitors and Cox’s value (following company guidelines).
• You’ll use our customer database to tailor solutions and help customers understand their billing.

• Cox offers highly competitive pay and other compensation perks (401k + company match, comprehensive medical benefits, etc.). You also receive free Internet and discounts on other Cox services up to $300 per month.
• We value people more than technology; we recognize contributions and celebrate successes.
• You’ll have opportunities to learn, train, and explore opportunities within the Cox family, including future customer relationships in other sectors such as cleantech, health care, and transportation mobility.

You are persistent, resilient, and adapt to change. You’re driven, influential, and persuasive, negotiating with customers to find products that fit their needs while maintaining revenue. You understand that value is the most important part of any sales offer, and you’re not afraid to talk about price or competition because you know your offer has value. You’re a self‑starter familiar with technology, and your consultative sales approach digs deep to understand customer needs.

• High school diploma, GED, or relevant work experience
• Effective communication skills
• Excellent computer skills
• Demonstrated ability to multi‑task
• Excellent interpersonal skills to work effectively with teams
• Excellent ability to persuade others through indirect influence
• Ability to seek out opportunities and take initiative with little or no direction
• Capacity to thrive in a high‑change, often ambiguous business environment
• Ability to establish customer relationships in a fast‑paced environment

• Experience in the telecommunications industry
• 1+ years in a sales quota or retention environment
• 2+ years of related experience (Retail, Training, Indirect Sales, etc.)

Hourly pay rate is $17.71. Eligible for an annual incentive/commission target of $16,584.00.

Employees receive a minimum of sixteen hours of paid time off every month and seven paid holidays per calendar year. Additional paid time off is available for bereavement, voting, jury duty, volunteering, military service, and parental leave.

Entry level

Full‑time

Sales and Business Development

Telecommunications

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.