Retention Call Specialist - Master Objections & Upsell Wins

Ibex Limited; United States; On-site; USD 25,000 - 47,000; Full time

Benefits offered by this job

Comprehensive benefits

Specialized training

Commission-based pay

Job summary

Ibex Limited is seeking a performance-driven Retention Specialist to protect customer loyalty and stabilize revenue for Verizon/Frontier. You will engage customers at the moment they consider leaving, using empathy, strategic objection handling, and tailored offers to turn conversations into value.

This role emphasizes consultative upselling, strict compliance, precise data logging in the CRM, and achieving SDSR and revenue targets.

Qualifications

• 1–2 years in a high-volume retention or outbound sales role; telecommunications experience is a plus.
• Proven track record of meeting strict performance metrics or quotas.
• Exceptional verbal communication, active listening, and conflict-resolution skills.
• High school diploma or GED.
• Ability to work a full-time, flexible schedule including potential weekend/evening shifts.
• For work-from-home candidates: a quiet, private workspace with a secure, hardwired high-speed Ethernet connection.

Responsibilities

• Drive churn mitigation by meeting SDSR and revenue targets.
• Master the Save Toolkit with tailored offers to match customer pain points.
• Overcome objections with empathy and a consultative approach.
• Identify upsell opportunities during the save process (upgrades, lines, features).
• Maintain QA compliance and document interactions and saved agreements in the CRM.

Skills

Objection handling

Negotiation

Active listening

CRM tools

Emotional intelligence

Education

High school diploma or GED

Tools

CRM platforms

Job description

Ibex Limited is seeking a performance-driven Retention Specialist to protect customer loyalty and stabilize revenue for Verizon/Frontier. You will engage customers at the moment they consider leaving, using empathy, strategic objection handling, and tailored offers to turn conversations into value.

This role emphasizes consultative upselling, strict compliance, precise data logging in the CRM, and achieving SDSR and revenue targets.