Customer Loyalty Specialist (Retention)

Clearwave Fiber LLC • Charlotte, NC

5h • Remote

About The Position

This position is remote, but preference will be given to those in North Carolina, South Carolina, Georgia, and Florida.

The Customer Loyalty Specialist is responsible for providing solutions to retain customers through a consultative call process. The position takes full ownership of the customer experience by right-sizing Clearwave Fiber’s customer’s services and products as well as solving service and billing related issues.

Requirements

• 2+ years of customer service experience
• Associates Degree preferred, but not required
• Proactive and solution-orientated with a love of working with people
• Be a self-starter with a can-do attitude to tackle challenges, and be respectful and friendly with teammates
• Engaging communication, listening and organizational skills
• Ablity to use own vehicle for company use
• Ability to work weekends and extended hours as needed
• Familiarity with computer systems, accurate typing skills and proficiency in Microsoft Office, i.e., Word, Excel, PowerPoint

Nice To Haves

• Prior retention experience is beneficial
• Working knowledge of fiber optic broadband technology, processes and billing systems

Responsibilities

• Assists with meeting and exceeding focused retention goals and objectives.
• Acts as a liaison between internal teams to ensure customer needs are being met, coordinating amongst implementation, sales, marketing, finance, and product teams.
• Utilizes soft skills to communicate solutions confidently and accurately with customers.
• Assists with updating and tracking all order activities.
• Retains revenue by offering value added products to customers.
• Solves complex billing and service issues on behalf of Clearwave Fiber customers.
• Follows the retention and sales call processes.
• Dispositions interactions for retention and sales accurately.
• Looks for revenue growth opportunities within existing customer base.
• Serves as a primary backup to Residential Inside Sales and Customer Service as needed.
• Demonstrates practical and efficient working knowledge of all the products and services in Clearwave Fiber’s Residential Product Portfolio.
• Makes follow-up calls to ensure positive customer interactions.
• Performs other duties and projects as assigned.

Benefits

• Total Target Compensation $50k+
• Opportunity to advance
• Long-term bonus plan (company equity)
• Medical, dental and vision plans – begins when you start!
• Company contributions to HSA/HRA accounts, with FSA plan available
• Paid time off (up to 20 days in 1st year!)
• 401(k)
• Company-paid life insurance, with voluntary options for dependents
• Company-paid short-term & long-term disability plans
• Free Clearwave Fiber services if living within service area
• Company laptop provided
• Tuition Reimbursement
• Employee Assistance Plan and 24/7 Health Advocate at no cost to you
• Employee Referral Program
• Voluntary accident, critical illness, hospital indemnity and legal plans
• Collaborative work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees