Inbound & Proactive Retention Specialist

Gateway Fiber; O’Fallon, St. Louis (MO, MO); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, vision

Flexible work environment

Job summary

Gateway Fiber is seeking a Customer Retention Representative to handle inbound calls related to cancellations and service concerns, applying retention strategies to retain customers and support proactive churn outreach. The role emphasizes empathy and accurate documentation in core systems.

You will collaborate with a results-driven team in a locally owned, growing fiber provider, contributing to customer satisfaction and revenue retention through effective conversations and follow-up.

Responsibilities

• Handle inbound retention calls from customers considering cancellation or expressing dissatisfaction.
• Listen to customer concerns, identify issues, and work toward resolution with approved retention offers.
• Document interactions, outcomes, objections, and save results in designated systems.
• Support proactive churn outreach and escalate churn drivers to leadership.

Job description

Gateway Fiber is seeking a Customer Retention Representative to handle inbound calls related to cancellations and service concerns, applying retention strategies to retain customers and support proactive churn outreach. The role emphasizes empathy and accurate documentation in core systems.

You will collaborate with a results-driven team in a locally owned, growing fiber provider, contributing to customer satisfaction and revenue retention through effective conversations and follow-up.