Customer Retention Specialist — Save Accounts & Delight

Rise Broadband; Irving (TX); On-site; USD 21,000 - 30,000; Full time

Job summary

Rise Internet is hiring Customer Retention Agents in the Dallas metro area. In this role, you'll be the last line of defense when customers call to cancel or downgrade their service, working to listen, resolve issues, and show why staying with Rise is the right call.

You'll collaborate with other departments to resolve account issues, use sales and negotiation skills to protect revenue, and help customers make informed decisions about pricing, features, and promotions.

Qualifications

• Call center experience is required.
• Background in sales and/or retention is required.
• Excellent communication skills, verbal and written.
• Strong problem-solving and decision-making abilities.
• Familiar with Word, Excel and Windows.

Responsibilities

• Uncover the real reason a customer wants to leave or downgrade, then resolve the issue and address concerns
• Present the value of Rise Internet's products tailored to the customer's needs
• Use negotiation and closing skills to save accounts
• Explain pricing, features, and promotions clearly to help customers make informed decisions
• Hit retention targets with productivity, quality, and customer experience goals
• Stay current on Rise's products, technology, and promotional offers
• Track and document outcomes for every save or reinstatement
• Share feedback with leadership and support teams to help improve the retention program

Skills

Call center experience

Sales/Retention background

Strong communication

Attention to detail

Problem solving

Tools

Microsoft Word

Microsoft Excel

Windows OS

Job description

Rise Internet is hiring Customer Retention Agents in the Dallas metro area. In this role, you'll be the last line of defense when customers call to cancel or downgrade their service, working to listen, resolve issues, and show why staying with Rise is the right call.

You'll collaborate with other departments to resolve account issues, use sales and negotiation skills to protect revenue, and help customers make informed decisions about pricing, features, and promotions.