Overview
The Residential Retention Representative plays a critical role in customer retention and helping Surf Internet achieve our growth goals. The Retention representative is responsible for handling inbound calls from customers who are considering canceling or downgrading their internet service. This role focuses on understanding customer concerns, resolving issues, and presenting tailored solutions that retain the customer while maintaining company revenue and service standards. The ideal candidate is empathetic, persuasive, and confident in navigating difficult conversations with professionalism. Reports to: Inside Sales Manager Job Status: Exempt Responsibilities
Handle inbound calls and emails from customers, requesting to disconnect, downgrade, or express dissatisfaction with their internet, phone or Wi-Fi services. Develop a rapport with existing customers, demonstrating a friendly and helpful manner to put them at ease. Actively listen to understand the customer’s concerns and identify the root cause of their intent to cancel. Use effective questioning and objection-handling techniques to uncover needs and present appropriate retention offers. Educate customers on products, services, promotions, and account details in a clear and confident manner. Negotiate and apply approved retention offers within company guidelines. Resolve billing, service, and account-related concerns when possible, or coordinate warm transfers to the appropriate department. Maintain accurate and detailed account notes in customer relationship management software and billing systems. Meet or exceed performance metrics, including save rate, revenue retention, quality scores, and attendance. Foster a positive and pleasant working relationship with members of the customer service, sales & support teams. Adhere to all company policies, compliance standards, and call-handling procedures. Participate in coaching, training, and team meetings to continuously improve performance. Qualifications
High school diploma or equivalent required. 1+ years of telephone customer service, retention, sales, or call center experience preferred. Strong verbal communication and active listening skills. Ability to remain calm, empathetic, and professional in high-emotion situations. Persuasive with the ability to influence and negotiate effectively. Comfortable working independently and making minor decisions without direct supervision. Good sense of organization and keen attention to detail. Comfortable working in a fast-paced, metric-driven environment. Ability to cooperate with and support members of other departments that also work with customers. Willingness to interact daily with customers from a wide range of cultures and backgrounds. Proficient in basic Microsoft, computer applications, and CRM systems. Reliable attendance and the ability to meet schedule adherence. Availability to work Saturdays periodically.
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The Residential Retention Representative plays a critical role in customer retention and helping Surf Internet achieve our growth goals. The Retention representative is responsible for handling inbound calls from customers who are considering canceling or downgrading their internet service. This role focuses on understanding customer concerns, resolving issues, and presenting tailored solutions that retain the customer while maintaining company revenue and service standards. The ideal candidate is empathetic, persuasive, and confident in navigating difficult conversations with professionalism. Reports to: Inside Sales Manager Job Status: Exempt Responsibilities
Handle inbound calls and emails from customers, requesting to disconnect, downgrade, or express dissatisfaction with their internet, phone or Wi-Fi services. Develop a rapport with existing customers, demonstrating a friendly and helpful manner to put them at ease. Actively listen to understand the customer’s concerns and identify the root cause of their intent to cancel. Use effective questioning and objection-handling techniques to uncover needs and present appropriate retention offers. Educate customers on products, services, promotions, and account details in a clear and confident manner. Negotiate and apply approved retention offers within company guidelines. Resolve billing, service, and account-related concerns when possible, or coordinate warm transfers to the appropriate department. Maintain accurate and detailed account notes in customer relationship management software and billing systems. Meet or exceed performance metrics, including save rate, revenue retention, quality scores, and attendance. Foster a positive and pleasant working relationship with members of the customer service, sales & support teams. Adhere to all company policies, compliance standards, and call-handling procedures. Participate in coaching, training, and team meetings to continuously improve performance. Qualifications
High school diploma or equivalent required. 1+ years of telephone customer service, retention, sales, or call center experience preferred. Strong verbal communication and active listening skills. Ability to remain calm, empathetic, and professional in high-emotion situations. Persuasive with the ability to influence and negotiate effectively. Comfortable working independently and making minor decisions without direct supervision. Good sense of organization and keen attention to detail. Comfortable working in a fast-paced, metric-driven environment. Ability to cooperate with and support members of other departments that also work with customers. Willingness to interact daily with customers from a wide range of cultures and backgrounds. Proficient in basic Microsoft, computer applications, and CRM systems. Reliable attendance and the ability to meet schedule adherence. Availability to work Saturdays periodically.
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