Retention Customer Service Associate

Foundever; United States; Remote; USD 23,000 - 26,000; Full time

Benefits offered by this job

Pay $17.50/hour

Weekends off

100% paid training

Dedicated time for skill development

Medical insurance

Dental insurance

Life insurance

Vision insurance

Employee Assistance Program (EAP)

401k retirement plan with companymatch

Employee discounts

Referral bonuses

Internal Mobility

Job summary

Foundever is hiring a Retention Associate in Wise, VA to deliver personalized support and prevent customer cancellations. You will assess needs, present solutions, and reinforce product value to keep customers engaged.

Join a team with paid training, growth opportunities, and a focus on customer satisfaction. The position requires on-site work at Wise, VA, with weekends off and a strong emphasis on empathy and clear communication.

Qualifications

• Must be 18+ years old.
• High school diploma or GED required.
• Strong empathy and problem-solving orientation.
• Excellent communication and de-escalation skills.
• Pass a criminal background check.

Responsibilities

• Authenticate user identity, ensure policy adherence, and protect PII/CPNI.
• Assess customer needs and identify eligible offers based on catalog.
• Present pricing, terms, and installation details clearly.
• Process plan changes and credits within authority; provide confirmations.
• Troubleshoot minor issues and escalate complex cases as needed.
• Handle cancellations with proper disclosures and procedures.
• Engage in win-back opportunities where appropriate.

Skills

Empathy

Critical thinking

Communication

Age 18+

Education

HS Diploma or GED

Job description

Retention Associate

Foundever is hiring Retention Customer Service Associates in Wise, VA!We invest in our people by providing paid training along with growth and development opportunities. For example, 84% of our managers are internal promotions. Become a valued member of our dynamic team, where you will have the opportunity to deliver exceptional, personalized support by helping prevent customer cancellations, resolving concerns, reinforcing product value, and offering the best-fit solutions to keep customers engaged.

Join our dynamic team at Foundever, where every interaction is an opportunity to make a difference!

Location Requirements

Must live within the commuting range and be able to work on site at 10431 Pinnacle Drive, Wise, VA. 24293

Benefits

• Pay: $17.50/hour
• Weekends Off!
• 100% paid training
• Dedicated time for skill development
• Benefits including medical, dental, life, and vision insurance
• Employee Assistance Program (EAP)
• 401k retirement plan with company match
• Employee discounts
• Referral bonuses
• Internal Mobility (84% of our managers are promoted within)

Qualifications

• Strong empathy and desire to resolve concerns
• Critical thinking skills to customize options based on customer needs
• Exceptional communication skills, specifically in de-escalation and rapport
• Must be 18+ years of age
• High school diploma (or GED equivalent)
• Must pass a criminal background

Key Responsibilities

• Authentication and policy adherence: Verify identity, authenticate account holders/authorized users, and capture required consents; protect CPNI/PII at all times.
• Save assessment: Explore needs, service experience, price sensitivities, and product fit; identify eligible offers per the current catalog and approval matrix.
• Offer presentation: Clearly disclose pricing, term/renewal conditions (if any), taxes/fees, equipment, installation/return requirements, and any impacts on other services; avoid misrepresentation.
• Order and account actions: Execute plan changes, credits/adjustments within authority thresholds, equipment swaps, and scheduling; provide confirmations and customer recaps.
• Technical/billing triage: Perform light troubleshooting and billing review sufficient to remove friction; transfer complex technical or billing issues to designated support queues per routing rules.
• Cancellation processing: Honor explicit cancellation requests; provide required disclosures (equipment return, final billing, number porting/E911 for Voice) and document reason codes.
• Win-back handling: Where applicable, handle inbound contacts from recently disconnected customers and re-establish service using approved win-back offers.
• Escalation and anomalies: Escalate fraud/safety concerns, atypical account situations, or system defects promptly through defined channels.
• Quality and compliance: Participate in call recording/monitoring; maintain minimum QA scores; remediate deficiencies based on coaching and audits.

About Foundever®

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.