Retention Call Center Specialist – Sales & Loyalty

ibex • ,

8d • Remote

About The Position

Are you a performance-driven professional with a knack for persuasion and a passion for customer loyalty? As a Retention Specialist at ibex, you will be the front-line defense dedicated to preserving customer loyalty and driving revenue stability for Verizon/Frontier. You will step into the most critical moment in the customer lifecycle: the exact moment a customer considers leaving. We are looking for an elite communicator who thrives in a goal-oriented environment, actively neutralizes churn risks, and can turn high-stakes service interactions into revenue-generating opportunities through empathetic, consultative engagement and strategic objection handling. We’re interested in people who bring enthusiasm, resilience, and a can-do attitude. Even if you don’t meet every qualification, we encourage you to apply! We value potential just as much as experience.

Requirements

• 1–2 years of experience in a high-volume retention, collections, outbound sales, or commission-based retail environment (Telecommunications experience is a major plus).
• Proven track record of hitting strict performance metrics, quotas, or KPIs.
• Exceptional verbal communication, active listening, and conflict-resolution skills.
• High school diploma or GED equivalent.
• Ability to work a full-time, flexible schedule (including potential weekend/evening shifts based on business needs).
• For WFH candidates: A quiet, private workspace with a secure, hardwired high-speed Ethernet connection.

Nice To Haves

• A natural talent for overcoming objections, de-escalating tense situations, and mastering the art of negotiation.
• A "growth mindset" with a proven ability to absorb actionable feedback from supervisors, implement it on the next call, and continuously elevate your performance.
• A thick skin and high emotional intelligence. You treat every new call as a fresh opportunity to win, regardless of how difficult the last customer was.
• Comfort navigating high-speed CRM tools, troubleshooting scripts, and account data screens simultaneously while maintaining an engaging conversation with the customer.
• Strict adherence to high ethical standards, corporate privacy regulations, and exact disclosure scripts.

Responsibilities

• Protect the business by consistently meeting and exceeding daily Same-Day Save Rate (SDSR) and revenue targets.
• Utilize approved retention offers, discounts, and custom plans to present tailored value propositions that match the customer's specific pain points.
• Confidently navigate intense, high-friction customer conversations. View "no" as an opportunity to dig deeper using active listening, high empathy, and a professional tone.
• Identify hidden revenue opportunities during the save process by recommending upgraded plans, added lines, or value-added features that fit the customer's lifestyle.
• Ensure 100% adherence to Quality Assurance (QA) standards, promotional eligibility rules, and ethical sales practices on every single call.
• Meticulously document customer interactions, root-cause reasons for cancellation, and saved agreements within the CRM platform.

Benefits

• Competitive hourly base rate + uncapped performance-based commission tied directly to your individual save rates and sales targets.
• Top-performer incentives, daily/weekly cash contests, and tier-based performance milestones.
• Comprehensive benefits package, corporate perks, and fully paid telecom-specific training.
• Ongoing, direct partnership with Verizon/Frontier resources to ensure you have the elite product knowledge and strategic guidance to succeed.
• Your daily success directly influences customer retention and revenue protection for a premier, global telecommunications brand.
• We develop our top-performing agents to become the next generation of supervisors, QA analysts, and tier-2 escalation specialists.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED