About The Position
As a Retention Specialist at ibex, you will help preserve customer loyalty and drive revenue stability for Verizon/Frontier. You will engage with customers who are considering leaving, identify and address their concerns, and use empathetic, consultative conversations and strategic objection handling to retain their business. The role combines churn mitigation, retention sales, customer service, compliance, and accurate CRM documentation. Compensation includes a competitive hourly base rate and uncapped performance-based commission tied to individual save rates and sales targets, as well as top-performer incentives, daily and weekly cash contests, and tier-based performance milestones. The position includes a comprehensive benefits package, corporate perks, and fully paid telecom-specific training. This is a remote, full-time role with afternoon hours: 1:30 p.m.–10 p.m. EST or 12:30 p.m.–9 p.m. CST. Saturdays may be required. For work-from-home candidates, a quiet, private workspace and a secure, hardwired high-speed Ethernet connection are required.
Requirements
- 1–2 years of experience in high-volume retention, collections, outbound sales, or commission-based retail.
- A proven track record of meeting strict performance metrics, quotas, or KPIs.
- Exceptional verbal communication, active listening, and conflict-resolution skills.
- High school diploma or GED equivalent.
- Must be at least 18 years old.
- Ability to work a full-time, flexible schedule, including potential weekend and evening shifts based on business needs.
- Availability to work the specified shift hours is required.
- For work-from-home candidates: a quiet, private workspace and a secure, hardwired high-speed Ethernet connection.
Nice To Haves
- Telecommunications experience is a major plus.
Responsibilities
- Meet and exceed daily Same-Day Save Rate (SDSR) and revenue targets to mitigate customer churn.
- Use approved retention offers, discounts, and custom plans to present tailored value propositions.
- Navigate difficult customer conversations using active listening, empathy, and a professional tone to overcome objections.
- Identify opportunities to recommend upgraded plans, additional lines, or value-added features that suit customers’ needs.
- Follow Quality Assurance standards, promotional eligibility rules, ethical sales practices, privacy regulations, and required disclosure scripts.
- Document customer interactions, cancellation reasons, and saved agreements in the CRM platform.
Benefits
- Competitive hourly base rate and uncapped performance-based commission.
- Top-performer incentives, daily and weekly cash contests, and tier-based performance milestones.
- Comprehensive benefits package and corporate perks.
- Fully paid telecom-specific training.
- Ongoing training and direct partnership with Verizon/Frontier resources.
- Career development opportunities toward supervisor, QA analyst, and tier-2 escalation specialist roles.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
