Customer Retention Specialist

Google Inc.; Austin (TX); On-site; USD 66,133,000 - 72,724,000; Full time

Benefits offered by this job

Bonus

Benefits

Job summary

GFiber is hiring a Customer Retention Specialist to be the frontline contact for Residential and Small Business customers seeking to cancel. This on-site role is five days a week in our Austin office, focusing on retaining customers by listening to needs, resolving issues, and offering tailored solutions.

You will de-escalate concerns, troubleshoot home network equipment, and collaborate with teams to improve retention metrics.

Qualifications

• 1 year of experience in ISP operations or related industry.
• Experience in contact center or customer service roles.
• Experience with customer retention, inbound sales, or complex objection handling.
• Experience using CRM software, including Salesforce.
• Ability to work non-standard hours including nights, weekends, and holidays.

Responsibilities

• Manage inbound contacts from customers intending to cancel, working proactively to retain their business.
• Meet or exceed target save rates and revenue retention metrics in a performance-driven environment
• De-escalate highly frustrated customers by leading with empathy, patience, and active listening to uncover the root cause of their dissatisfaction.
• Troubleshoot residential equipment (Routers, extenders and fibre optic connections) to resolve the underlying performance issues driving the cancellation request.
• Educate customers on optimal home network setups and Wi‑Fi behaviour to prevent future frustration.
• Understanding of the ISP market and key competitor differentiations with the ability to highlight GFiber’s value proposition.
• Apply strategic negotiation and objection‑handling techniques to effectively pivot cancellation requests into retained accounts.
• Tailor customized retention offers that align with the household's specific internet usage and budget constraints.
• Identify and synthesize common themes, friction points, and systemic patterns across customer interactions that contribute to cancellation requests.
• Collaborate effectively with cross‑functional teams to advocate for proposed solutions and support changes designed to improve customer retention.
• Comply with tracking key churn drivers for all interactions handled.

Skills

ISP operations experience

Contact center experience

Customer retention / inbound sales

CRM software (Salesforce)

Flexible schedule

Tools

Salesforce

Job description

At GFiber, we believe that great internet has the power to drive innovation, strengthen communities, enable the impossible, and do all the everyday things that make all of our world go round. And the job of creating better internet is never done - so we’re growing! Our team is committed to building a place where people who want to make a difference can grow their careers and find their spot to belong.

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our teams are expanding as we connect more cities and people to exceptional internet.

The application window will be open until at least August 26th, 2026. This opportunity will remain online based on business needs which may be before or after the specified date.

This role is not eligible for immigration sponsorship.

Role Description

As a Customer Retention Specialist, you will be the dedicated frontline point of contact for handling inbound contacts from Residential and Small Business internet customers looking to cancel their service. This role is strictly on-site 5 days a week in our Austin office. Your primary focus will be to retain customers by actively listening to their needs, escalating and resolving complex service-related issues, and finding appropriate solutions to overcome pricing-related concerns. You will analyze customer feedback and concerns to identify the most effective resolution strategy. Collaborating with various teams, you will drive effective solutions to ensure customer satisfaction. You must possess the flexibility to work non-standard schedules, including regular evening and weekend shifts, to support our peak after-hours customer volume. to effectively connect with customers and drive resolution.

In this job, you’ll:

• Manage inbound contacts from customers intending to cancel, working proactively to retain their business.
• Consistently meet or exceed target save rates and revenue retention metrics in a performance-driven environment
• De-escalate highly frustrated customers by leading with empathy, patience, and active listening to uncover the root cause of their dissatisfaction.
• Troubleshoot residential equipment (Routers, extenders and fibre optic connections) to resolve the underlying performance issues driving the cancellation request.
• Educate customers on optimal home network setups and Wi‑Fi behaviour to prevent future frustration.
• Understanding of the ISP market and key competitor differentiations with the ability to highlight GFiber’s value proposition.
• Apply strategic negotiation and objection‑handling techniques to effectively pivot cancellation requests into retained accounts.
• Tailor customized retention offers that align with the household's specific internet usage and budget constraints.
• Identify and synthesize common themes, friction points, and systemic patterns across customer interactions that contribute to cancellation requests.
• Collaborate effectively with cross‑functional teams to advocate for proposed solutions and support changes designed to improve customer retention.
• Comply with tracking key churn drivers for all interactions handled.

At a minimum, we would like you to have:

• 1 year of experience in Internet Service Provider (ISP) operations or relevant industry.
• Experience in contact center, call center, or related customer service roles.
• Experience with customer retention, inbound sales, or complex objection handling.
• Experience using customer service software, including CRM systems like Salesforce.
• Ability to work non-standard working hours including nights, weekends, and holidays.

It’s preferred if you have:

• 2 years of experience in ISP operations or a relevant industry, specifically in escalation management or process improvement roles.
• Experience collaborating and communicating with technical stakeholders like Engineering.
• Effective communication, problem‑solving, and conflict resolution skills.
• Familiarity with being measured against specific contact center targets, such as Save Rate, Churn Reduction, and Customer Satisfaction (CSAT) scores.
• Previous experience working with telecommunications consumer codes and industry standards.

The US base salary range for this full-time position is between ($23.08 - $25.38 per hour) + bonus + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.

It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form . Our candidate accommodations team will then connect with you to confidentially discuss your options.