Customer Retention Representative, Outreach

Gateway Fiber • O’Fallon, MO

9d

About The Position

Gateway Fiber is seeking a Customer Retention Representative for a frontline, non-leadership role focused on proactive churn reduction and customer experience recovery. The representative owns customer feedback follow-up and executes retention strategies through proactive outreach and responses to customer-initiated cancellation requests. The role has no people-management responsibilities or revenue quota. Work allocation is approximately 70% proactive churn outreach, 20% NPS/CSAT follow-up, and 10% inbound retention saves.

The role involves reaching out to customers identified as being at high risk of leaving, investigating and resolving issues before cancellation, following up on customer feedback, and applying approved retention and objection-handling strategies. The representative documents interactions and outcomes, manages ticket-based cancellation-save requests, and identifies recurring churn drivers, objections, and customer friction points for escalation to leadership.

Gateway describes itself as a locally owned, innovative company building a national fiber-to-the-home platform. It emphasizes a people-first culture, transparent communication, teamwork, accountability, and customer service. The position offers onboarding, training, ongoing development, and opportunities to contribute to projects across the business.

Requirements

• Proven ability to handle customer objections and sensitive conversations.
• Strong written and verbal communication skills.
• Ability to manage multiple workflows and prioritize outreach effectively.
• Experience accurately documenting customer interactions and insights.
• Ability to adhere to established processes while identifying opportunities for improvement.

Nice To Haves

• At least 2 years of experience in customer service.

Responsibilities

• Proactively contact customers identified as being at high risk of churn.
• Investigate, identify, and resolve customer issues before cancellation.
• Apply approved, documented retention strategies during outreach.
• Document customer interactions, outcomes, and key insights in designated systems.
• Identify, track, and escalate recurring churn drivers and customer friction points to leadership.
• Review NPS and CSAT feedback daily to identify detractors and unresolved responses.
• Conduct timely follow-up outreach to address concerns and recover customer sentiment.
• Resolve customer issues to prevent further dissatisfaction or churn.
• Track, summarize, and surface recurring feedback themes and insights to leadership.
• Execute approved retention strategies in response to customer-initiated cancellation requests.
• Manage cancellation saves through ticket-based channels, including email, chat, and messaging platforms.
• Follow established save and objection-handling frameworks.
• Identify objection trends and escalate process gaps or systemic issues.

Benefits

• Competitive compensation
• Medical insurance
• Dental insurance
• Vision insurance
• Paid time off
• Flexible work environment
• Comprehensive onboarding and training
• Ongoing development and career growth support
• Opportunities to build skills and contribute to projects across multiple areas of the business

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed