Customer Retention Specialist

Role Overview

As a Customer Retention Specialist, you’ll serve as a trusted advisor to customers who are considering leaving Consumer Cellular. You’ll build meaningful customer relationships, deliver personalized solutions, and create long-term loyalty through meaningful conversations, active listening, and empathy.

What You Will Do

Your key responsibilities will include building genuine rapport with customers, practicing active listening, and delivering customer-focused solutions. You’ll also need to consistently achieve retention and sales performance goals, increase customer lifetime value, and resolve customer concerns the first time.

Why It Might Be a Fit

This role requires exceptional de-escalation skills, attention to detail, sales savvy, problem-solving, and persuasion skills. You’ll need to multitask, use multiple systems, and prioritize assigned tasks. The ability to communicate professionally and politely in both Spanish and English is preferred.

Requirements

• Exceptional de-escalation skills
• Exceptional listening skills
• Able to handle complex customer situations and escalated customers with diplomacy and respect
• Attention to detail, sales savvy, problem-solving, and persuasion skills
• Ability to multitask; use multiple systems while talking on the phone, and prioritize assigned tasks
• MS Office Suite experience
• Ability to sit at a desk for the majority of your scheduled shift talking on the phone
• Communication – while the ability to communicate professionally and politely is required, we have customers who need effective communication in both Spanish and English. The ability to communicate, verbal and written, in both Spanish and English is preferred.

Benefits

• Competitive base pay with potential for shift differential, overtime, and bonus pay
• Medical insurance (98% company-paid for full-time employee only coverage)
• Dental and Vision insurance (100% company-paid for full-time employee only coverage)
• 401(k) company match of 100% up to 6% of your pay
• Discounted Consumer Cellular wireless phone plan for employees
• Paid Time Off (PTO) available following a 30-day waiting period*
• 6 company-paid holidays plus 16 hours of floating holiday accrual per year
• Flexible Spending Accounts (FSA) for health care and dependent care expenses
• Life and AD&D insurance equal to 1x your annual earnings (100% company-paid)
• Long-Term Disability insurance (100% company-paid)
• Employee Assistance Program (100% company-paid)
• Education reimbursement
• Employee rewards program