Inside Sales & Retention Specialist

GATEWAY FIBER OPERATING LLC • O'Fallon, MO

3d • Onsite

About The Position

Gateway Fiber is seeking an outstanding individual to fill the role of Inside Sales and Retention Specialist. Gateway is creating a leading, national fiber-to-the-home platform. With the support of its financial sponsor CBRE Investment Management, Gateway plans to reach 500,000 homes and businesses with its service over the next several years. Gateway provides faster, more reliable internet with a simple pricing model and industry-leading customer service.

Gateway believes that people want to know they are cared for both professionally and personally at work. We all share a clear vision of where the company is going, and how our contributions positively affect our culture and operational performance. At Gateway, we look out for each other and actively find ways to help one another, as we all have a role in defining the path forward towards the company’s vision. We strive for a transparent environment where information is readily shared, and our teams feel safe to share feedback, even if it might seem unpopular. Gateway’s beliefs about people shape the company and the way we do business.

The Inside Sales & Retention Specialist serves as a frontline representative of Gateway Fiber, engaging with customers at critical moments in their service lifecycle. This role requires strong interpersonal skills, the ability to understand customer needs, and the capability to guide them toward solutions that enhance their experience and maintain trust in the Gateway Fiber brand. Specialists in this role are responsible for preventing customer churn, driving new subscriber growth through targeted outreach, and reconnecting former customers in a way that reinforces Gateway Fiber’s commitment to transparency and value. You will help customers solve problems, understand their needs, and feel confident in choosing, and staying with Gateway Fiber.

Requirements

• Customer Advocacy: Approach every interaction with empathy and patience, ensuring customers feel heard, supported, and confident in the solutions you provide.
• Consultative Communication: Ask great questions, actively listen, and offer tailored, thoughtful recommendations.
• Professional Judgment: Know when to escalate and when to resolve issues independently.
• Follow‑Through: Own outcomes and ensure customers aren’t left guessing. You consistently reduce customer friction by closing loops and anticipating needs.
• Quality Documentation: Notes are accurate, helpful, and make future interactions smoother for everyone.
• Team Collaboration: Share insights that improve processes and elevate the customer experience.
• Transparency & Integrity: Set honest expectations, so former customers and new prospects leave conversations with renewed trust in Gateway Fiber.
• Continuous Improvement: Seek coaching and refine your approach regularly.

Nice To Haves

• 1–2 years in sales, retention, customer service, or customer facing roles
• Excellent communication and listening skills
• Comfort with outbound calling and multi‑channel outreach
• Ability to adapt quickly, think critically, and solve problems in real time
• Experience in fiber internet, telecom, broadband, or subscription services
• Familiarity with CRM systems and customer lifecycle workflows
• Experience handling cancellations, escalations, or retention responsibilities

Responsibilities

• Engage proactively with at-risk customers to understand concerns, identify root causes, and guide them toward solutions that improve speed, reliability, service performance, or overall satisfaction.
• Manage conversations from customers considering cancellation or downgrades, using empathy, active listening, and problem-solving to retain their business.
• Conduct structured outbound outreach (calls, SMS, email) to prospective customers, helping them understand Gateway Fiber’s service benefits, installation process, and pricing philosophy.
• Use a consultative approach to assess customer needs and identify pain points, including speed requirements, household usage, or work-from-home demands, and match them with the right service tier.
• Address misconceptions or concerns about switching providers, installation, pricing, contracts, or the differences between fiber and legacy internet services.
• Carry out targeted Winback campaigns by reaching former customers with tailored messaging based on how long they’ve been disconnected.
• Review previous account history to resolve past pain points, highlight service improvements, and rebuild trust with former customers.
• Ensure a smooth onboarding or reactivation experience by coordinating installation, verifying service eligibility, and providing clear next steps.
• Document conversations thoroughly in the CRM, providing accurate, actionable insights for future interactions and cross-functional teams.
• Collaborate with support, field operations, and customer care to identify trends, share feedback, and contribute to ongoing service improvements.
• Represent Gateway Fiber with transparency and integrity, leading with no gimmicks, no hidden fees, no pressure tactics. Every conversation is customer and value-first.

Benefits

• Competitive compensation and comprehensive benefits, including medical, dental, vision, paid time off, and a flexible work environment.
• Be part of a locally owned, innovative company with strong growth projections and a people‑first culture.
• Collaborate with a dynamic, results‑driven team that values accountability, teamwork, and impact.
• Receive comprehensive onboarding, training, and ongoing development to support your long-term career growth.
• Gain opportunities to build new skills and contribute to critical projects across multiple areas of the business.

What This Job Offers

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