Retention Customer Service Associate

Foundever®•Wise, VA

61d•Onsite

About The Position

Foundever is hiring Retention Customer Service Associates in Wise, VA! We invest in our people by providing paid training along with growth and development opportunities. For example, 84% of our managers are internal promotions. Become a valued member of our dynamic team, where you will have the opportunity to deliver exceptional, personalized support by assisting customers with a range of accounting and tax platforms and applications. Join our dynamic team at Foundever, where every interaction is an opportunity to make a difference! Must live within the commuting range and be able to work on site at 10431 Pinnacle Drive, Wise, VA. 24293

Requirements

Strong empathy and desire to resolve concerns
Critical thinking skills to customize options based on customer needs
Exceptional communication skills, specifically in de-escalation and rapport
Must be 18+ years of age
High school diploma (or GED equivalent)
Must pass a criminal background

Responsibilities

Authentication and policy adherence: Verify identity, authenticate account holders/authorized users, and capture required consents; protect CPNI/PII at all times.
Save assessment: Explore needs, service experience, price sensitivities, and product fit; identify eligible offers per the current catalog and approval matrix.
Offer presentation: Clearly disclose pricing, term/renewal conditions (if any), taxes/fees, equipment, installation/return requirements, and any impacts on other services; avoid misrepresentation.
Order and account actions: Execute plan changes, credits/adjustments within authority thresholds, equipment swaps, and scheduling; provide confirmations and customer recaps.
Technical/billing triage: Perform light troubleshooting and billing review sufficient to remove friction; transfer complex technical or billing issues to designated support queues per routing rules.
Cancellation processing: Honor explicit cancellation requests; provide required disclosures (equipment return, final billing, number porting/E911 for Voice) and document reason codes.
Win-back handling: Where applicable, handle inbound contacts from recently disconnected customers and re-establish service using approved win-back offers.
Escalation and anomalies: Escalate fraud/safety concerns, atypical account situations, or system defects promptly through defined channels.
Quality and compliance: Participate in call recording/monitoring; maintain minimum QA scores; remediate deficiencies based on coaching and audits.