Customer Retention Specialist

Gateway-Fiber; O’Fallon (MO); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Competitive compensation & benefits

Flexible work environment

Growth opportunities

Job summary

Gateway Fiber is seeking a Customer Retention Representative to handle inbound cancellation requests, service concerns, and account dissatisfaction. This frontline role focuses on understanding issues and applying approved retention strategies to retain customers.

The position emphasizes no leadership duties or revenue quotas, supports proactive churn outreach, and requires strong communication, empathy, and thorough documentation in designated systems.

Qualifications

• Inbound retention calls are handled professionally, efficiently, and with a focus on resolving customer concerns.
• Approved retention strategies are applied consistently and effectively.
• Customer interactions, objections, and outcomes are documented accurately.
• Leadership has clear visibility into churn drivers, objection trends, and customer experience issues.
• Customer concerns are resolved with empathy, ownership, and professionalism.

Responsibilities

• Field inbound calls from customers considering cancellation or expressing dissatisfaction.
• Listen to customer concerns, identify the underlying issue, and work toward an appropriate resolution.
• Apply approved retention offers, save strategies, and objection-handling frameworks.
• Clearly explain available options and set accurate expectations with customers.
• Document customer interactions, outcomes, objections, and save results in designated systems.
• Meet or exceed target save rates and revenue retention metrics.
• Contact customers identified as being at high risk for churn.
• Investigate and resolve customer issues before they result in cancellation.
• Apply approved retention strategies during outbound outreach.
• Identify and elevate recurring churn drivers and customer friction points to leadership.

Skills

Customer service

Communication skills

Empathy

Call handling

Documentation

Job description

Gateway Fiber is seeking a Customer Retention Representative to handle inbound cancellation requests, service concerns, and account dissatisfaction. This frontline role focuses on understanding issues and applying approved retention strategies to retain customers.

The position emphasizes no leadership duties or revenue quotas, supports proactive churn outreach, and requires strong communication, empathy, and thorough documentation in designated systems.