Proactive Retention Specialist (Churn Prevention)

Gateway Fiber, LLC; O’Fallon (MO); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Medical benefits

Paid time off

Flexible work environment

Job summary

Gateway Fiber, LLC is seeking a Customer Retention Representative to reduce churn and recover customer satisfaction. The role focuses on proactive outreach, post-contact follow-up, and handling cancellation requests across channels to preserve customer relationships.

The ideal candidate will manage high-risk accounts, document outcomes, and collaborate with leadership to identify churn drivers, ensuring empathy, ownership, and professional service in every interaction.

Qualifications

• 2+ years of experience in customer service.
• Proven ability to handle customer objections and sensitive conversations.
• Strong written and verbal communication skills.
• Ability to manage multiple workflows and prioritize outreach effectively.
• Experience documenting customer interactions and insights accurately.

Responsibilities

• Proactively contact customers identified as high risk for churn.
• Investigate and resolve customer issues prior to cancellation.
• Apply retention strategies during outreach efforts and document interactions.
• Identify churn drivers and elevate insights to leadership.
• Execute retention strategies in response to customer-initiated cancellation requests.

Skills

Customer Service

Communication

Multitasking

Job description

Gateway Fiber, LLC is seeking a Customer Retention Representative to reduce churn and recover customer satisfaction. The role focuses on proactive outreach, post-contact follow-up, and handling cancellation requests across channels to preserve customer relationships.

The ideal candidate will manage high-risk accounts, document outcomes, and collaborate with leadership to identify churn drivers, ensuring empathy, ownership, and professional service in every interaction.