Retention Specialist

General Summary:

As an Inside Sales Retention Specialist, you will play a vital role in retaining our customer base by engaging with individuals who are considering canceling their fiber install, disconnecting their internet service, working with other teams (outside plant and customer service) to proactively reach out to at risk customers. You will do this through several techniques including reinforcing the value of our fiber optic internet service, overcoming objections, and offering special save offers when necessary.

Essential Job Duties:

· Handle inbound calls from customers requesting to cancel their fiber optic internet service.

· Place outbound calls to customers to reschedule their installation.

· Engage with customers to understand their reasons for cancellation and address their concerns effectively.

· Reinforce the value of our fiber optic internet service to customers by highlighting its speed, reliability, and benefits for residential use.

· Utilize special save offers, discounts, or incentives to persuade customers to reconsider their decision to cancel.

· Provide exceptional customer service and support throughout the retention process.

· Utilize persuasive communication techniques to encourage customers to maintain their relationship with our company.

· Collaborate with other departments, such as Customer Support, Outside Plant and Sales, to address customer issues and enhance the overall customer experience.

· Keep accurate records of customer interactions, including reasons for cancellation and outcomes of retention efforts, using our CRM/billing system.

· Meet or exceed retention targets and performance metrics on a regular basis.

· Stay updated on industry trends, competitor activities, and market developments to identify opportunities for retention and customer satisfaction improvement.

· Any other strategic initiatives as needed to support the changes in the company

· Completes special projects as assigned by the Inside Sales Manager.

*These tasks do not meet the Americans with Disabilities Act definition of essential job functions and are usually less than 5% of time spent. However, these tasks still constitute important performance aspects of the job.

Knowledge, Skills, and Abilities:

· Excellent communication skills, with the ability to effectively engage and persuade customers through verbal and written communication.

· Strong empathy and listening skills, with the ability to understand and address customer concerns sensitively.

· Proven ability to think critically and problem-solve in a fast-paced environment.

· Results-oriented mindset with a focus on meeting or exceeding retention targets.

· Familiarity with CRM software and other sales tools is preferred.

Education and Experience:

· High school diploma or equivalent required.

· At least 1 year of experience in sales, customer service, or retention.