Customer Loyalty Specialist

Point Broadband and Clearwave Fiber are affiliated companies operating as part of a combined organization. This opportunity is a Point Broadband position, and candidates selected for hire will be employed by Point Broadband under Point Broadband’s benefit plans, payroll, and employment policies.

Retention Specialist
Remote - Successful candidate must live in a state in which Point Broadband operates (AL, FL, GA, IL, KS, MD, MI, NY, OH, TN, TX, or VA) #LI-remote  

Summary:

This position is responsible for engaging with customers who are considering canceling or discontinuing their services and work to retain them by offering solutions, addressing concerns, and providing excellent customer service. This role works closely with customer service, sales, and technical support teams to ensure seamless and positive customer experience. Success in this role requires excellent communication skills, a customer-first mindset, and a strong understanding of telecom products, billing, and service offerings.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

• Handle inbound and outbound retention calls with professionalism and empathy.
• Identify customer concerns and provide tailored solutions to retain business.
• Offer discounts, promotions, or alternative plans to maintain customer loyalty.
• Educate customers on product/service benefits to reinforce value.
• Maintain detailed records of customer interactions and retention efforts in CRM systems.
• Collaborate with other departments to resolve customer complaints or service issues.
• Meet or exceed retention targets and performance metrics.
• Stay updated on company policies, services, and industry trends.
• Develop aggressive retention strategies based on customer feedback.
• Negotiate with customers to renew contracts and retain business.
• Write and present customer behavior reports.
• Build positive relationships with customers and business associates.
• Other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• High school diploma or equivalent is required.
• 3+ years’ experience in a similar role.
• Excellent communication, negotiation, and problem-solving skills.
• Ability to handle difficult conversations with patience, empathy and professionalism.
• Proficiency in using CRM software and call center technology.
• Strong persuasion skills and customer-first mindset.
• Advanced communication, organizational and interpersonal skills.

Computer Skills:

Requires working knowledge of MS Excel, email and Internet; basic knowledge of CRM or similar billing system preferred.

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Call center environment with high call volumes.
• Regularly required to talk, hear, and communicate effectively.
• Required to use hands to type, handle objects and paperwork.
• Required to reach and hold on to items at chest level or reach above the shoulder.
• Required to use close vision, see colors, and be able to focus.
• Occasionally required to lift up to 20 pounds.
• Must be able to work occasional overtime as required, including weekends, evenings, and holidays.

Benefits:

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Uniform/Boot allowance *Applicable by Position*
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*

The employing entity for this position is Point Broadband. Employment terms, benefits, payroll administration, and related policies are governed by Point Broadband and may differ from those offered by other affiliated companies, including Clearwave Fiber.