Customer Retention Specialist (604)

Ripple Fiber; Charlotte (NC); Hybrid; USD 40,000 - 55,000; Full time

Benefits offered by this job

Competitive base pay

Comprehensive benefits package

Opportunities for advancement

Professional development programs

Job summary

Ripple Fiber is seeking a Customer Retention Specialist in Charlotte, NC. This role will focus on preserving customer relationships by handling service concerns and providing tailored solutions. Successful candidates will possess strong problem-solving and communication skills, with a minimum of 2 years of retention experience.

Ripple Fiber offers a competitive salary, benefits package, and opportunities for advancement in a supportive work culture.

Qualifications

• Minimum of 2 years of retention experience.
• Demonstrated ability to manage competing priorities.
• Bilingual fluency is a plus.

Responsibilities

• Handle inbound and outbound calls with service concerns.
• Provide personalized solutions or retention incentives.
• Accurately document customer interactions and resolutions.

Skills

Strong problem-solving skills

Verbal communication

Negotiation skills

CRM tools proficiency

Empathetic mindset

Education

High school diploma or equivalent

Job description

Customer Retention Specialist | Ripple Fiber

Join Our Team as a Customer Retention Specialist!

Do you have a passion for turning customer challenges into success stories? Ripple Fiber is seeking an energetic and empathetic Customer Retention Specialist to join our growing team. In this role, you’ll be the voice of reassurance and problem‑solving for customers—restoring confidence, preventing cancellations, and ensuring every experience with Ripple Fiber leaves a lasting positive impression.

About Ripple Fiber

Our mission is to provide access to the best internet for life, while bridging the digital divide. Our technology has proven successful in other countries and provides easier access to education, entertainment, and employment.

We have achieved the above by providing faster, more stable fiber internet connections, granting each user their own bandwidth without sharing.

Our aim is to provide this internet access to over 3million homes over the next 7 years across various states.

About our Culture

We are a dynamic, fast‑growing, innovative company full of ambitious self‑startholders with entrepreneurial mindsets. We are people‑centric and emphasize employee experience, career growth, and development.

About the Role

As a Customer Retention Specialist, you’ll play a pivotal role in preserving customer relationships and driving long‑term satisfaction. You’ll serve as both advocate and problem‑solver, ensuring every customer interaction reinforces Ripple Fiber’s promise of reliability, empathy, and excellence.

Responsibilities

• Handle inbound and outbound calls with customers experiencing service concerns, installation issues, or expressing intent to cancel.
• Use active listening and discovery to understand customer pain points and offer personalized solutions or retention incentives that rebuild trust and loyalty.
• Collaborate cross‑functionally with Sales, Field Operations, and Billing teams to resolve escalations swiftly and accurately.
• Communicate with empathy, professionalism, and confidence, ensuring customers feel heard and valued.
• Present tailored retention offers and troubleshoot technical or process issues that could impact customer satisfaction.
• Accurately document all customer interactions, follow‑ups, and resolutions in internal systems.
• Track and manage follow‑up commitments within established SLAs to ensure issues are closed with care and urgency.
• Maintain a comprehensive understanding of Ripple Fiber’s products, coverage, and customer journey to provide expert guidance.
• Consistently meet or exceed individual and team performance goals for retention, customer satisfaction, and resolution efficiency.

Qualifications & Requirements

• High school diploma or equivalent required.
• Minimum of 2years of retention experience.
• Strong problem‑solving and negotiation skills with a customer‑first mindset.
• Strong verbal communication, negotiation, and problem‑solving skills.
• Demonstrated ability to manage competing priorities and stay composed under pressure.
• Empathetic, customer‑first mindset with a passion for resolving issues effectively.
• Proficiency in CRM tools and documentation practices.
• Bilingual fluency is a plus.

What We Offer

• Competitive base pay with performance‑based incentives.
• Comprehensive benefits package, including medical, dental, vision, and 401(k).
• Opportunities for advancement within a rapidly expanding organization.
• Ongoing professional development and training programs.
• A collaborative, inclusive culture that values innovation and integrity.

Equal Opportunity Employer

Ripple Fiber is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender identity and expression, religion or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Ripple Fiber is committed to providing veteran employment opportunities to our service men and women.