Retention Specialist

About the role

Wire 3 is dedicated to providing affordable, high-speed, and high-bandwidth internet services to households in our local communities. The Retention Specialist is the last line of defense when a Wire 3 customer is considering canceling or downgrading their service. This role fields cancellation and downgrade requests, identifies the true driver behind each one, and turns those conversations into saves whenever it is the right call for the customer. This is not a script-reading position — the Retention Specialist listens, problem-solves, and applies real offers and sound judgment to keep Wire 3 customers connected. This is a full-time, on-site role based in Daytona Beach, FL.

Responsibilities

• Handle inbound cancellation and downgrade requests with empathy, urgency, and a genuine goal of resolving the customer’s underlying issue
• Identify the true driver behind each cancellation request — whether price, service quality, a move, or a competitor offer — and tailor the response accordingly
• Present retention offers and solutions within approved guidelines; exercise sound judgment on when a save is appropriate and in the customer’s best interest
• Make outbound win-back calls to recently churned customers
• Follow up proactively on at-risk accounts flagged by billing or usage systems
• Track individual save rate against monthly retention targets and flag trends, patterns, and recurring drivers to leadership
• Accurately document all customer interactions and retention outcomes in the CRM
• Other duties as assigned

Requirements

• High school diploma or GED required; some college preferred
• 1+ years of experience in customer retention, sales, or a call center environment required
• ISP or telecom experience strongly preferred

Skills

• Strong negotiation and de-escalation skills with a calm, solutions-first approach under pressure
• Clear and confident verbal communication with genuine empathy for the customer
• Self-motivated and comfortable being measured against save-rate and retention targets
• Proficiency with CRM systems and the ability to accurately document customer interactions

Physical Requirements

• Work performed in a standard office environment including prolonged periods of sitting and working on a computer and phone

Benefits

• $35,568 annually + monthly retention/save-rate bonus
• Company-paid premiums for medical, dental, and vision insurance for you and your dependents
• Dynamic environment with diverse growth opportunities
• Emphasis on learning and development to support career and personal growth
• Work-life balance
• 120 hours paid time off (PTO) after 90-day probation period
• 40 hours of paid sick leave
• 6 major paid holidays off
• 401(k) plan with company match