Remote Retention Specialist - Telecom Loyalty

Point Broadband / Sunset Digital; United States; Remote; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical, Dental & Vision

Short Term Disability

401(k) with company match

Paid Time Off

Paid Holidays

Uniform/Boot allowance

Cell Phone Allowance

Career progression opportunities

Discounted broadband services

Job summary

Point Broadband is seeking a Retention Specialist to engage customers considering cancelation and to retain them by offering solutions. The role collaborates with customer service, sales, and technical support to ensure a positive experience.

Success requires excellent communication, a customer-first mindset, and knowledge of telecom products, billing, and service offerings. Remote work available within eligible states.

Qualifications

• High school diploma or equivalent required.
• 3+ years experience in a similar retention role.
• Excellent communication, negotiation, and problem-solving skills.
• Ability to handle difficult conversations with patience, empathy and professionalism.
• Proficiency in using CRM software and call center technology.
• Strong persuasion skills and customer-first mindset.
• Advanced communication, organizational and interpersonal skills.

Responsibilities

• Handle inbound and outbound retention calls with professionalism and empathy.
• Identify customer concerns and provide tailored solutions to retain business.
• Offer discounts, promotions, or alternative plans to maintain customer loyalty.
• Educate customers on product/service benefits to reinforce value.
• Maintain detailed records of customer interactions and retention efforts in CRM systems.
• Collaborate with other departments to resolve customer complaints or service issues.
• Meet or exceed retention targets and performance metrics.
• Stay updated on company policies, services, and industry trends.
• Develop aggressive retention strategies based on customer feedback.
• Negotiate with customers to renew contracts and retain business.
• Write and present customer behavior reports.
• Build positive relationships with customers and business associates.
• Other duties as assigned.

Skills

Communication

Negotiation

Problem-solving

Empathy

Customer-first mindset

Education

High school diploma or equivalent

Tools

CRM software

Call center technology

MS Excel

Job description

Point Broadband is seeking a Retention Specialist to engage customers considering cancelation and to retain them by offering solutions. The role collaborates with customer service, sales, and technical support to ensure a positive experience.

Success requires excellent communication, a customer-first mindset, and knowledge of telecom products, billing, and service offerings. Remote work available within eligible states.