Retention Call Center Specialist – Sales & Loyalty - Afternoon Shift

Ibex Limited; United States; Remote; USD 21,000 - 39,000; Full time

Benefits offered by this job

World-Class Training

High Visibility

Career Growth

Job summary

ibex is seeking aRetention Specialist in the United States to defend revenue by reducing churn and driving loyal customers to stay with Verizon/Frontier. You will handle high-stakes calls, apply tailored retention offers, and log interactions in our CRM for accurate reporting.

This role emphasizes empathy, consultative selling, and strict adherence to QA standards and privacy rules, with full-time hours, remote work, and a comprehensive training program.

Qualifications

• Proven ability to reduce churn and hit performance metrics.
• Excellent verbal communication and conflict-resolution skills.
• Experience working in high-volume retention/cold-calling or outbound sales environments.

Responsibilities

• Drive churn mitigation by meeting SDSR and revenue targets.
• Utilize retention offers and plans to present tailored value propositions.
• Overcome objections with empathy and escalation handling while maintaining compliance.
• Identify upsell opportunities during the save process with upgraded plans or features.
• Document interactions and saved agreements in the CRM accurately.

Skills

Objection handling

Active listening

Negotiation

Empathy

CRM proficiency

Communication

Education

High school diploma or GED

Tools

CRM software

Job description

Overview

Are you a performance-driven professional with a knack for persuasion and a passion for customer loyalty? As a Retention Specialist at ibex, you will be the front-line defense dedicated to preserving customer loyalty and driving revenue stability for Verizon/Frontier. You will step into the most critical moment in the customer lifecycle: the exact moment a customer considers leaving.

We are looking for an elite communicator who thrives in a goal-oriented environment, actively neutralizes churn risks, and can turn high-stakes service interactions into revenue-generating opportunities through empathetic, consultative engagement and strategic objection handling.

Responsibilities

What You'll Do (Key Responsibilities)

• Drive Churn Mitigation: Protect the business by consistently meeting and exceeding daily Same-Day Save Rate (SDSR) and revenue targets.
• Master the "Save" Toolkit: Utilize approved retention offers, discounts, and custom plans to present tailored value propositions that match the customer's specific pain points.
• Overcome Objections: Confidently navigate intense, high-friction customer conversations. View "no" as an opportunity to dig deeper using active listening, high empathy, and a professional tone.
• Consultative Upselling: Identify hidden revenue opportunities during the save process by recommending upgraded plans, added lines, or value-added features that fit the customer's lifestyle.
• Maintain Strict Compliance: Ensure 100% adherence to Quality Assurance (QA) standards, promotional eligibility rules, and ethical sales practices on every single call.
• Accurate Data Logging: Meticulously document customer interactions, root-cause reasons for cancellation, and saved agreements within the CRM platform.

What You'll Earn

• Competitive hourly base rate + uncapped performance-based commission tied directly to your individual save rates and sales targets.
• Top-performer incentives, daily/weekly cash contests, and tier-based performance milestones.
• Comprehensive benefits package, corporate perks, and fully paid telecom-specific training.

Qualifications

What We're Looking For

• The Retention Edge: A natural talent for overcoming objections, de-escalating tense situations, and mastering the art of negotiation.
• Coachability: A "growth mindset" with a proven ability to absorb actionable feedback from supervisors, implement it on the next call, and continuously elevate your performance.
• Resilience & Agility: A thick skin and high emotional intelligence. You treat every new call as a fresh opportunity to win, regardless of how difficult the last customer was.
• Tech-Savvy Multi-tasker: Comfort navigating high-speed CRM tools, troubleshooting scripts, and account data screens simultaneously while maintaining an engaging conversation with the customer.
• Compliance-Focused: Strict adherence to high ethical standards, corporate privacy regulations, and exact disclosure scripts.
• Shift Hours: 1:30pm-10pm EST/12:30pm-9pm CST, Saturdays may be required. Availability to work the specified hours is a requirement of the position.

Requirements

• 1-2 years of experience in a high-volume retention, collections, outbound sales, or commission-based retail environment (Telecommunications experience is a major plus).
• Proven track record of hitting strict performance metrics, quotas, or KPIs.
• Exceptional verbal communication, active listening, and conflict-resolution skills.
• High school diploma or GED equivalent.
• Must be 18 years of age or older.
• Ability to work a full-time, flexible schedule (including potential weekend/evening shifts based on business needs).
• For WFH candidates: A quiet, private workspace with a secure, hardwired high-speed Ethernet connection.

Job Type

• Full-time

Education

• High school or equivalent (Required)

Work Location

• Remote

Why Partner with ibex?

• World-Class Training: Ongoing, direct partnership with Verizon/Frontier resources to ensure you have the elite product knowledge and strategic guidance to succeed.
• High Visibility: Your daily success directly influences customer retention and revenue protection for a premier, global telecommunications brand.
• Rapid Career Growth: We develop our top-performing agents to become the next generation of supervisors, QA analysts, and tier-2 escalation specialists.

What to Expect After You Apply

Once your application is submitted, our talent acquisition team will review your experience. Keep an eye out for an automated email or text message outlining your next steps. Candidates moving forward will be fast-tracked to a virtual video interview to assess communication and role-play capabilities. We look forward to meeting you!