Fiber Upgrade & Retention Specialist

GoNetspeed; Bangor (ME); On-site; USD 18,000 - 29,000; Full time

Job summary

GoNetspeed is hiring an Inside Sales Retention and Migration Specialist to protect revenue by minimizing churn and migrating customers from copper to fiber networks. You will drive upgrades, engage at‑risk customers, and collaborate with teams to improve the customer experience.

The role emphasizes proactive outreach, upselling fiber services, and maintaining accurate records in the Billing/CRM system while meeting retention targets in a fast-paced setting.

Qualifications

• High school diploma or equivalent required.
• 1 year or more of Sales or Customer service experience.
• CRM software familiarity is preferred.

Responsibilities

• Reach out to existing customers via outbound calls to present upgrades.
• Follow up by outbound calls, email, and text.
• Handle inbound calls from customers responding to outreach.
• Cross-sell fiber internet by highlighting speed and reliability for residential use.
• Use offers and incentives to encourage upgrades.
• Provide superior customer service throughout the upgrade process.
• Collaborate with Customer Support and Sales to resolve issues and improve experience.
• Record customer interactions in Billing/CRM system.
• Meet or exceed market penetration targets and metrics.
• Stay informed on industry trends to identify retention opportunities.
• Support special projects and strategic initiatives as assigned by Inside Sales Manager.
• Other tasks not meeting essential functions but important to performance.

Skills

Empathy

Active listening

Problem solving

CRM familiarity

Education

High school diploma or equivalent

1 year or more of Sales or Customer service experience

Tools

CRM software

Job description

GoNetspeed is hiring an Inside Sales Retention and Migration Specialist to protect revenue by minimizing churn and migrating customers from copper to fiber networks. You will drive upgrades, engage at‑risk customers, and collaborate with teams to improve the customer experience.

The role emphasizes proactive outreach, upselling fiber services, and maintaining accurate records in the Billing/CRM system while meeting retention targets in a fast-paced setting.