Retention Representative - Career Growth

EchoStar•Chandler, AZ

7d•Onsite

About The Position

The Retention Representative handles inbound calls from customers considering disconnecting their services. The role focuses on de-escalating tense conversations, identifying the reasons for customer dissatisfaction, and presenting tailored, value-driven solutions to retain customers. Representatives may also cross-sell Wireless and Broadband products. The position offers hourly base pay plus uncapped commissions, with estimated on-target earnings of $70,000 and top earners reported at $100,000 or more in total annual compensation. Actual earnings vary with sales performance. This is an on-site role at EchoStar’s Chandler, Arizona facility. The company offers a structured career progression, with the opportunity to earn up to two promotions in the first year. Training in de-escalation and negotiation frameworks is provided and paid at the regular base rate. Starting base pay is $17.75 per hour, with progression levels listed at $19.25 and $20.25 per hour. The Chandler facility offers on-site games, catered achievement days, and break room amenities. Benefits include medical, dental, and vision insurance, a 401(k) with company match, an employee stock purchasing program, tuition reimbursement, complimentary DISH TV service at home, and discounts on Sling TV and Boost Mobile plans. Employment is contingent on completing a pre-employment screen, including a drug test and an acceptable driving record.

Requirements

High school diploma or GED equivalent.
Ability and willingness to work a full-time schedule that often includes evening shifts, weekends, and holidays.
Tenacity and resilience in presenting tailored offers and responding to customer objections.
Active listening, persuasion, and ability to identify customer concerns during high-stress conversations.
Motivation to earn commission through customer retention and sales performance.
Successful completion of a pre-employment screen, including a drug test and an acceptable driving record.

Nice To Haves

Call center or customer retention experience; experience is not required.

Responsibilities

Handle back-to-back inbound calls from customers seeking to disconnect services.
De-escalate escalated customer interactions through active listening and patience.
Identify the underlying causes of customer dissatisfaction.
Present customized, value-driven solutions and strategic counter-offers to retain customers.
Cross-sell Wireless and Broadband products when appropriate.
Represent the EchoStar brand with integrity and work to turn negative customer experiences into long-term loyalty.