Customer Experience Representative, Retention Services

The Customer Experience Representative, Retention Services is responsible for supporting customers through meaningful interactions, resolving issues, and identifying opportunities to improve satisfaction and loyalty. Engage with customers through phone, email, SMS, eChat, or other communication channels to address inquiries, concerns, and service requests.

• Retain customers by understanding their needs, identifying reasons for cancellations or service changes, and presenting personalized solutions.
• Build trusted relationships through active listening, empathy, professional communication, and effective problem resolution.
• Take a consultative approach to customer interactions by identifying opportunities to enhance services, recommend relevant solutions, and increase customer value.
• Explain product features, benefits, and available options while demonstrating strong knowledge of offerings and competitive advantages.
• Navigate multiple systems and tools, including billing platforms, knowledge bases, and technical resources, to provide accurate support.
• Maintain awareness of policies, procedures, and privacy requirements while handling customer information responsibly.
• Educate customers on self-service options and digital tools to improve their overall experience.

Requirements

• The ideal candidate is customer-focused, adaptable, and motivated by helping people find solutions while delivering high-quality service experiences.
• High school diploma or GED required. 0-2 years of relevant work experience; customer service, sales, or contact center experience is a plus.
• Strong verbal and written communication skills with the ability to engage customers professionally across multiple channels.
• Excellent relationship-building and interpersonal skills with a customer-first mindset.
• Ability to actively listen, demonstrate empathy, and de-escalate challenging customer situations.
• Strong problem-solving skills with the ability to evaluate customer needs and recommend appropriate solutions.
• Comfortable using multiple technology platforms and learning new systems quickly.
• Able to multitask in a fast-paced, structured, and high-volume environment.
• Strong accountability, resilience, self-motivation, and adaptability.
• Able to meet performance goals while maintaining quality and professionalism.
• Flexibility to work variable schedules, including evenings, weekends, and overtime when required.

Benefits

• Base pay of approximately $16.00 per hour.
• Opportunity to earn a 5% quarterly bonus and uncapped monthly sales commissions based on performance.
• Full-time remote work opportunity.
• Comprehensive benefits package designed to support physical, financial, and emotional well-being.
• Healthcare benefits and wellness resources for eligible employees.
• Paid time off and employee support programs.
• Access to career development, training, and growth opportunities.
• Opportunity to build valuable experience in customer experience, technology, and retention services.
• Collaborative environment focused on teamwork, innovation, and customer success.