Customer Retention Specialist

GFiber•Austin, TX

7d•$23 - $25•Onsite

About The Position

At GFiber, we believe that great internet has the power to drive innovation, strengthen communities, enable the impossible, and do all the everyday things that make all of our world go round. And the job of creating better internet is never done - so we’re growing! Our team is committed to building a place where people who want to make a difference can grow their careers and find their spot to belong. GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our teams are expanding as we connect more cities and people to exceptional internet. This role is not eligible for immigration sponsorship. As a Customer Retention Specialist, you will be the dedicated frontline point of contact for handling inbound contacts from Residential and Small Business internet customers looking to cancel their service. This role is strictly on-site 5 days a week in our Austin office. Your primary focus will be to retain customers by actively listening to their needs, escalating and resolving complex service-related issues, and finding appropriate solutions to overcome pricing-related concerns. You will analyze customer feedback and concerns to identify the most effective resolution strategy. Collaborating with various teams, you will drive effective solutions to ensure customer satisfaction. You must possess the flexibility to work non-standard schedules, including regular evening and weekend shifts, to support our peak after-hours customer volume. to effectively connect with customers and drive resolution.

Requirements

3 years of experience in Internet Service Provider (ISP) operations.
Experience in a contact center or customer service environment.
Experience in customer retention, inbound sales, or complex objection handling.
A foundational understanding of home networking, Wi-Fi performance, and consumer internet setups.
Experience using customer service software, including CRM systems like Salesforce.
Ability to work non-standard working hours including nights, weekends, and holidays.

Nice To Haves

5 years of experience in ISP operations.
Experience collaborating and communicating with technical stakeholders like Engineering.
Effective communication, problem-solving, and conflict resolution skills.
Familiarity with being measured against specific contact center targets, such as Save Rate, Churn Reduction, and Customer Satisfaction (CSAT) scores.
Previous experience working with telecommunications consumer codes and industry standards.

Responsibilities

Manage inbound contacts from customers intending to cancel, working proactively to retain their business.
Consistently meet or exceed target save rates and revenue retention metrics in a performance-driven environment
De-escalate highly frustrated customers by leading with empathy, patience, and active listening to uncover the root cause of their dissatisfaction.
Troubleshoot residential equipment (Routers, extenders and fibre optic connections) to resolve the underlying performance issues driving the cancellation request.
Educate customers on optimal home network setups and Wi-Fi behaviour to prevent future frustration.
Apply strategic negotiation and objection-handling techniques to effectively pivot cancellation requests into retained accounts.
Tailor customized retention offers that align with the household's specific internet usage and budget constraints.
Identify and synthesize common themes, friction points, and systemic patterns across customer interactions that contribute to cancellation requests.
Collaborate effectively with cross-functional teams to advocate for proposed solutions and support changes designed to improve customer retention.
Comply with tracking key churn drivers for all interactions handled.