Customer Retention Representative

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Interact with customers who may be considering cancellation and gain insights into their issues.

• Develop customized solutions that emphasize the value of our services and promote long-term customer loyalty.

• Utilize negotiation strategies to address customer issues and minimize churn.

• Stay informed about our products, services, and the competitive environment.

• Work in partnership with Customer Experience, Sales, and Operations teams.

• Deliver customer service via phone, email, and text communication.

• Manage complex residential billing and service inquiries.

• Accurately update and maintain customer information.

• Conduct both incoming and outgoing retention calls.

• Identify, reach out to, and resolve outstanding debts.

⛳️ Requirements

• Preferred 1–2 years of experience in customer retention, sales, or customer service.

• Exceptional persuasion, negotiation, and problem-solving abilities.

• Capability to manage escalated customer issues and provide effective resolutions.

• Comfortable working in a results-oriented environment with performance-based incentives.

• Demonstrates professionalism and empathy in high-stress situations.

• Strong time management skills and consistency in adhering to schedules.

• Proficient in using CRM systems and tracking tools.

• Skilled in making outbound calls as well as handling inbound calls, either manually or through a dialer.

• Able to navigate computer systems and debt collection databases.

• Competent in identifying, contacting, and settling outstanding debts.

• Excellent communication skills with a focus on achieving one-call resolutions.

• Strong work ethic, personal accountability, and sound judgment in pressure situations.

• High emotional intelligence with a customer-centric approach.

• Ability to cultivate trusting relationships with customers and internal partners.

• High School Diploma required.

🏝️ Benefits

• Benefits commence on Day 1 for Full-Time Colleagues.

• Competitive compensation package.

• Performance-based incentives available.

• Opportunities for both professional and personal development.

• Various pathways for career advancement.

• Access to training and development initiatives.

• Tuition reimbursement for Full-Time Colleagues.

• Comprehensive medical, dental, vision, disability, and life insurance options.

• 401(k) retirement plan with company-matching contributions.

• Paid vacation and sick leave.

• Company-paid holidays and floating holidays.

• Emphasis on health, safety, and flexibility.