Customer Loyalty Specialist

About the role

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). 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.

Responsibilities

• 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

Education/Experience: High school diploma or equivalent is required. 3+ years’ experience in a similar role.

Skills: Excellent communication, negotiation, and problem-solving skills. Ability to handle difficult conversations with patience, empathy and professionalism. 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: 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*