Remote Retention Specialist (Inbound/Outbound)

100Plus; Philadelphia (Philadelphia County); Hybrid; USD 36,000 - 60,000; Full time

Benefits offered by this job

Unlimited earning potential

Incentive opportunities

Ongoing training and career dev.

Health, dental, life and disability

Paid time off

Job summary

Connect America is seeking a dynamic Inbound/Outbound Retention Representative for a 100% remote role focused on keeping our customer base strong. You will be trained and supported to deliver exceptional service while achieving quotas and applying retention offers.

The position emphasizes professionalism, strong listening skills, and problem solving to maintain customer relationships in a fast-paced environment.

Qualifications

• Experience handling retention calls with a focus on preventing cancellations.
• Ability to apply approved retention offers accurately per guidelines.
• Strong listening and de-escalation skills in a fast-paced setting.

Responsibilities

• Interface with customers in a call center environment
• Must achieve daily, weekly and monthly quotas set up by management
• Retain existing customers while providing exemplary customer service
• Provide customers with information on products, services, rates and benefits
• Offer pricing options and retention offers to maintain customers
• Know benefits and features of products and services
• Identify accounts to determine product and pricing eligibility
• Navigate multiple systems in a timely manner
• Perform data entry tasks on customer accounts
• Complete commitments offered to customers in a timely manner

Skills

Retention calls

Customer service

CRM systems

Data entry

Problem solving

Phone etiquette

Tools

CRM

Excel

Outlook

Case management

Job description

Connect America is seeking a dynamic Inbound/Outbound Retention Representative for a 100% remote role focused on keeping our customer base strong. You will be trained and supported to deliver exceptional service while achieving quotas and applying retention offers.

The position emphasizes professionalism, strong listening skills, and problem solving to maintain customer relationships in a fast-paced environment.