The Inbound Retention Representative is responsible for retaining customers by addressing service concerns, resolving issues, and reinforcing the value of telecommunications products and services, with a primary focus on high-speed internet. 

This role operates in a high-volume, performance-driven contact center environment and requires strong problem-solving, relationship-building, and customer advocacy skills. In addition to retention, the representative identifies opportunities to expand customer relationships through additional products and services, contributing to revenue growth while reducing churn.
 
  Responsibilities

• Handle inbound customer interactions with a primary focus on retention, de-escalation, and issue resolution 
• Engage customers seeking to disconnect or downgrade service and apply effective save strategies 
• Meet or exceed monthly retention (save) targets, including save rate, churn reduction, and customer satisfaction metrics 
• Identify root causes of customer dissatisfaction and provide appropriate solutions 
• Promote and reinforce the value of services, including plan optimization and feature education 
• Identify and pursue opportunities to add products, upgrades, or services that enhance the customer experience and drive incremental revenue 
• Offer appropriate promotions, or bundled solutions to retain customers while aligning with company guidelines
• Use consultative techniques to both retain customers and increase account value through relevant product additions 
• Build rapport and trust through active listening and empathy to improve customer experience 
• Maintain accurate records of customer interactions, save outcomes, retention actions, and revenue-generating activities in CRM systems 
• Stay current on product offerings, pricing, policies, and competitive positioning

• 1–3 years of experience in customer retention, customer service, sales, or call center environments 
• Demonstrated ability to achieve or exceed performance metrics 
• Strong verbal communication, problem-solving, and conflict resolution skills 
• Ability to manage high-stress interactions with professionalism and empathy 
• Ability to balance retention priorities with revenue-generation opportunities 
• Ability to work in a fast-paced, performance-driven environment 
• Basic computer proficiency and experience working within CRM systems

 
Work Environment
This role operates in an inbound contact center environment based onsite. The position requires extended periods of sitting, frequent computer use, and handling a high volume of customer interactions

Hours of Operation 
Monday- Friday between 7am - 8pm CST 
Saturday-Sunday 8am - 4pm CST