Retention and Migration Specialist

General Summary

The Inside Sales Retention and Migration Specialist is crucial for protecting revenue and maximizing customer lifetime value by minimizing churn and fostering retention. This role involves proactively addressing cancellation risks, engaging at-risk customers, and recovering disconnected accounts. A key responsibility is driving revenue growth by migrating customers from legacy copper to advanced fiber networks, which also enhances customer experience and reduces maintenance costs. Furthermore, the specialist improves technician efficiency by reducing cancelled fiber installations.

Essential Job Duties

• Proactively reach out to existing customers via outbound calling to establish the initial connection and pitch the upgrades available
• Follow up through outbound calling, email, and text messaging
• Field inbound calls from customers returning your outbound efforts or responding to marketing attempts
• Re-sell the fiber optic internet service to customers by highlighting its speed, reliability, and benefits for residential use
• Utilize special offers, discounts, or incentives to persuade customers to upgrade their services
• Provide exceptional customer service and support throughout the upgrade process
• Collaborate with other departments, such as Customer Support and Sales, to address customer issues and enhance the overall customer experience
• Keep accurate records of customer interactions, including reasons for cancellation and outcomes of retention efforts, using our Billing/CRM system
• Meet or exceed market penetration targets and performance metrics on a regular basis
• Stay updated on industry trends, competitor activities, and market developments to identify opportunities for retention and customer satisfaction improvement
• Any other strategic initiatives as needed to support the changes in the company
• Completes special projects as assigned by the Inside Sales Manager

Knowledge, Skills, and Abilities

• Strong empathy and listening skills, with the ability to understand and address customer concerns sensitively
• Proven ability to think critically and problem-solve in a fast-paced environment
• Results-oriented mindset with a focus on meeting or exceeding retention targets
• Familiarity with CRM software and other sales tools is preferred

Education and Experience

• High school diploma or equivalent required
• 1 year or more of Sales or Customer service experience

Physical Requirements

• Seeing: Must be able to read computer screen and various reports
• Hearing: Must be able to hear well enough to communicate with employees and industry contacts
• Standing/Walking
• Climbing/Stooping/Kneeling
• Lifting/Pulling/Pushing
• Must be able to write, type, and use phone system

Working Conditions

Good working conditions provided with a work station with dual monitor setup connected to a laptop.