Customer Retention Specialist - High-Energy Call Center

Armstrong-Utilitie; Butler (Butler County); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive pay

Benefit eligibility on day one

Free company services

Discounted services

Career development resources

Generous PTO and holidays

Top 10 company culture

Job summary

Armstrong Utilities seeks a Customer Relations Agent to join a 9–11 member team handling 138k calls per year, aiming to save 95% of customers considering disconnection. The role supports Zoom Internet, Plume Wi‑Fi, HDTV with TiVo, and related services.

You’ll be a problem-solver using retention campaigns and a decision tree, with opportunities for advancement in a high-energy environment with strong benefits and perks.

Qualifications

• Sales or retention experience.
• Strong communication skills.
• Customer service experience.
• Proficient PC and data entry.
• Very organized.
• Positive attitude and adaptable to change.
• Understands variable pay based on targets.

Responsibilities

• Handle incoming calls from customers about downgrades or disconnections.
• Sell and retain Video, Internet, and Telephone services.
• Communicate clearly over the phone and via email.
• Ask probing questions to determine customer needs.
• Enter orders into ICOMS billing system accurately.
• Protect customer information and collaborate with team.
• Meet retention KPIs including PSUs saved and revenue retained.

Skills

Sales/Retention experience

Strong communication

Customer service

Data entry

Organization

Positive attitude

Variable pay awareness

Job description

Armstrong Utilities seeks a Customer Relations Agent to join a 9–11 member team handling 138k calls per year, aiming to save 95% of customers considering disconnection. The role supports Zoom Internet, Plume Wi‑Fi, HDTV with TiVo, and related services.

You’ll be a problem-solver using retention campaigns and a decision tree, with opportunities for advancement in a high-energy environment with strong benefits and perks.