Customer Loyalty Advocate

About the role

Foundever is seeking a Retention Specialist who can help customers with their video, phone, and high-speed internet services. The ideal candidate should have a high school diploma or equivalent, be 18 years of age or older, and be legally eligible to work in the United States. Candidates must also be able to pass a background check.

Responsibilities

• Take inbound calls from residential customers about their video, phone, and high-speed internet services.
• Listen to what's driving customers' concerns and offer solutions that fit their needs.
• Share options that may help customers stay with their service.
• Handle objections and de-escalate complaints while keeping the experience customer-centered.
• Complete service requests accurately (orders, account updates, new service, and service moves/transfers).
• Provide basic troubleshooting support for common service/equipment issues.
• Document customer interactions and outcomes clearly and consistently.
• Escalate complex issues appropriately and follow required processes.
• Maintain schedule adherence and meet quality, retention, and performance expectations.

Requirements

• High School Diploma, GED, or higher education.
• Must be 18 years of age.
• Must legally be able to work in the US.
• Must pass a background check.
• Customer-focused sales or retention experience with empathy and strong customer advocacy.
• Strong communication skills with the ability to tailor your approach to different customers.
• Resilient, calm, and professional in challenging conversations.
• Coachable and adaptable to changing processes and policies.
• Dependable with consistent attendance and engagement.
• Goal-oriented with a drive to meet and exceed performance targets.
• Tech-comfortable: able to learn new systems quickly, navigate multiple tools, and type accurately.

Qualifications

• Must legally be able to work in the US.
• Must pass a background check.
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