Customer Retention Specialist - Work from Home
About the role
At Consumer Cellular, we believe every conversation is an opportunity to strengthen a relationship. As a Customer Loyalty Specialist, you'll serve as a trusted advisor to customers who are considering leaving Consumer Cellular. Through meaningful conversations, active listening, empathy, and expert problem-solving, you'll uncover what's most important to each customer and deliver personalized solutions that create long-term loyalty.
Key Responsibilities
- Build Meaningful Customer Relationships
- Serve as a retention expert by identifying the root cause behind a customer's desire to cancel service.
- Recommend personalized solutions that balance customer needs with sound business decisions by educating customers on products, services, and solutions that best fit their needs.
- Confidently overcome objections by demonstrating the value of remaining a Consumer Cellular customer.
- Drive Customer Loyalty
- Increase customer lifetime value through exceptional service and thoughtful recommendations.
- Resolve customer concerns the first time (First Call Resolution), minimizing repeat contacts and escalations.
What is in it for YOU
- Flexibility in Schedule
- Competitive Wage and Savings
- Career Growth
- Paid Training
- Dynamite Benefits
Skills and Talents You Bring
- Minimum of one (1) year of experience in customer retention, sales, or consultative customer service with demonstrated success meeting or exceeding performance goals.
- Proficiency with Microsoft Office and the ability to quickly learn new technologies.
- Naturally connects with people and quickly builds trust using empathy, patience, and authenticity.
- Demonstrates passion about helping people find the right solution.
- Strong communication skills that include active listening and strong verbal and written communication.
- You should also be able to ask thoughtful questions that uncover customers' needs.
- You are skilled at explaining solutions clearly and confidently.
- Thinks critically, identifies the true reason behind customer concerns, and finds creative solutions that benefit both the customer and the business.
- Demonstrated ability to influence customer decisions through education, trust, and value, not pressure.
- You thrive in a fast-paced environment and are comfortable using multiple computer systems simultaneously.
About Consumer Cellular
Founded in 1995, Consumer Cellular is the first wireless provider unapologetically built for Americans 50+. An approved wireless partner of AARP, Consumer Cellular is trusted by more than 4 million subscribers for affordable plans, popular phones and devices, and great nationwide coverage, all backed by top-rated, 100% U.S. based customer support. The company has been honored as #1 in customer service in its industry numerous times and, in 2024, ranked #1 in network coverage and customer satisfaction among wireless carriers by American Customer Satisfaction Index (ACSI).
Pay & Benefits
- Minimum Salary: $36,750
- Maximum Salary: $46,200