Remote Telecom Retention Specialist

Point Broadband / Sunset Digital; Kansas; Hybrid; USD 52,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental and Vision

Short Term Disability

Flexible Spending Accounts

Company Paid Life and Voluntary

401(k) with generous 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 Customer Loyalty Specialist to engage with customers considering canceling or discontinuing services and retain them by offering solutions and strong customer service. You will collaborate with customer service, sales, and technical support teams to ensure a seamless experience.

Responsibilities include handling retention calls, presenting tailored offers, and maintaining detailed CRM records.

Qualifications

• High school diploma or equivalent is required.
• 3+ years’ experience in a similar 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

CRM proficiency

Education

High school diploma

Tools

CRM software

Job description

Point Broadband is seeking a Customer Loyalty Specialist to engage with customers considering canceling or discontinuing services and retain them by offering solutions and strong customer service. You will collaborate with customer service, sales, and technical support teams to ensure a seamless experience.

Responsibilities include handling retention calls, presenting tailored offers, and maintaining detailed CRM records.