Rep, Inbound Sales Job

Posting Job Description

Time Warner Cable’s Sales Department currently seeks full time Inbound Sales Representatives for our call center. Please find a brief description of the essential duties and responsibilities required to function successfully in this position below.

Position Summary:

The Inbound Sales Representative is a consultative professional sales position within our Telesales team. Individuals in this position are responsible for residential cable, internet, home phone, and home management services. This professional is responsible for learning a customer’s household needs and making recommendations while maximizing revenue for Time Warner Cable.

This position is required to sell, transfer, provide information, and offer assistance on all aspects of cable services to potential and current customers by telephone.

Essential Job Functions:

An Inbound Sales Representative:

Conducts proactive consultative needs analysis with new and existing customers including the development of client centric product solutions. They are experts in all TWC products, services and packages in order to support the needs of our customers.

Answers inbound residential customer calls, covering a full range of Time Warner Cable services, including obtaining all information necessary for resolution of transactions. Calls must be handled in a timely and professional manner and in accordance with company policies and procedures.

Achieves all sales standards set for the department by following the established departmental policies and procedures.

Demonstrates full understanding of current marketing campaigns and offerings and has the ability to communicate them clearly to customers at every sales opportunity.

Provides quality customer service over the phone, including information regarding products and services, billing, repair, collections and other types of inquiries

Responds to customer complaints in a professional manner; attempts to resolve complaints successfully and upsell in accordance with established guidelines

Maintains call and data entry (ICOMS/CSG) accuracy levels of 95% or better.

Completes all other duties as assigned.

Job Requirements:

Excellent customer service and sales skills required

Ability to continuously learn and retain knowledge of new services and promotions being offered by the company

Ability to learn and execute marketing/selling techniques

Requires strong interpersonal skills including excellent time management, listening and people skills

Ability to exercise good judgment, aligned with company policies and procedures

Ability to effectively execute conflict resolution techniques

Ability to work in a fast-paced, highly demanding and high stress work environment.

Ability to multitask

Must be flexible to work between 8:00 a.m. and 10:00 p.m., including weekends and holidays

Strong verbal and written communication skills, basic math, reading, writing, and organizational skills and problem solving capabilities with strong initiative

Must have pleasant personality and telephone manner and be capable of working independently

Strong critical thinking and problem resolution skills with a “can do” attitude

The ability to adapt well to change

Familiarity with applicable local, state and federal regulations

The above list of duties and responsibilities is intended to describe the overall nature and level of work being performed by individuals assigned to this position. The list is not intended to be an exhaustive list of all duties, responsibilities or skills that may be required of individuals in this position.

Preferred Qualifications:

Typing speed of 40 WPM

Working knowledge of the ICOMS & CSG billing systems


Bachelor’s degree (B. A.) from four-year college or university or equivalent combination of education and experience, preferred

High school diploma or general education degree (GED), required.


Minimum of one year sales experience preferred with a proven ability to sell

Previous cable industry and/or call center experience, preferred.

Travel Requirements:

Minimal travel to other sites within the region may be required for trainings and meetings.

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