Retention Customer Service Associate

Foundever; Wise (VA); On-site; USD 19,889 - 28,326; Full time

Benefits offered by this job

100% paid training

Medical, dental, life, and vision insurance

401k retirement plan with company match

Employee discounts

Referral bonuses

Job summary

Foundever is hiring a Retention Associate in Wise, VA. This role involves providing exceptional support to prevent customer cancellations and resolve concerns. It includes paid training and opportunities for internal promotions, as 84% of managers are promoted from within.

Key responsibilities include verifying identity, assessing service needs, and executing plan changes. Candidates must possess strong communication and critical thinking skills, be at least 18 years old, and have a high school diploma. Benefits include 100% paid training, insurance, and a 401k plan.

Qualifications

• Must be 18+ years of age.
• Must pass a criminal background check.

Responsibilities

• Verify identity and authenticate account holders.
• Explore and assess customer needs.
• Clearly disclose pricing and conditions to customers.
• Execute plan changes and equipment swaps.
• Perform light troubleshooting and billing review.
• Handle cancellation requests and document reasons.
• Re-establish service for recently disconnected customers.
• Escalate fraud or safety concerns promptly.
• Participate in quality assurance and monitoring.

Skills

Strong empathy and desire to resolve concerns

Critical thinking skills

Exceptional communication skills

Education

High school diploma (or GED equivalent)

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.

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
• 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.

Get to know us at www.foundever.com and connect with us on Facebook, LinkedIn and Twitter.

Military Partners

We proudly support military families through partnerships with Military One Source and other veteran organizations. We value the unique skills and experiences that veterans bring to our workforce.

EEO

Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.