Customer Retention Representative, Outreach

Gateway Fiber • O’Fallon, MO

1d

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 helps execute retention strategies through proactive outreach and responses to customer-initiated cancellation requests. The position has no people leadership responsibilities or revenue quota.

The role is allocated approximately 70% to proactive churn outreach, 20% to NPS/CSAT follow-up, and 10% to inbound retention. The representative contacts customers at high risk of leaving, investigates and resolves issues, follows approved retention strategies, and documents interactions and outcomes. They review customer feedback, follow up within defined service-level timelines, and surface recurring churn drivers, objections, and customer experience issues to leadership. Inbound cancellation saves are handled through ticket-based channels such as email, chat, and messaging platforms.

Gateway describes itself as a locally owned, innovative fiber-to-the-home company with a people-first culture and strong growth projections. The company emphasizes a transparent, supportive workplace where employees share feedback and contribute to its vision.

Requirements

• Preferred: 2 or more years of experience within Gateway Fiber Customer Service.
• 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 improvement opportunities.

Nice To Haves

• 2 or more years of experience within Gateway Fiber 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 share recurring customer feedback themes and insights with leadership.
• Execute approved retention strategies in response to customer-initiated cancellation requests.
• Manage cancellation saves across 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

• Medical, dental, and vision benefits.
• Paid time off.
• Flexible work environment.
• Comprehensive onboarding and training.
• Ongoing development to support long-term career growth.
• Opportunities to build new skills and contribute to projects across multiple areas of the business.

What This Job Offers

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