Retention Specialist

Dobson Fiber•Okc, OK

20h

About The Position

We are seeking a proactive, customer-focused Retention Specialist to support Dobson Fiber’s customer retention efforts across the full customer lifecycle. This role is responsible for engaging at-risk customers across residential and commercial segments, helping resolve service and billing concerns, supporting failed install recovery, and reducing churn through timely, professional, and solution-oriented outreach. The Retention Specialist will work closely with Care, Billing, Sales, and field operations to ensure a strong customer experience and timely issue resolution.

Requirements

2+ years of experience in customer service, call center, retention, sales support, or related environment.
Strong communication and interpersonal skills, both verbal and written.
Excellent attention to detail and organizational skills.
Comfortable using CRM, scheduling, or call center software.
Ability to work independently and collaboratively in a fast-paced environment.
Strong time management and follow-through.
Professional, customer-first approach with sound judgment and integrity.

Responsibilities

Contact current customers to assess satisfaction, address concerns, and reduce cancellation risk.
Proactively outreach to customers identified as at risk due to failed installs, early-life issues, repeated trouble calls, billing concerns, or other service disruptions.
Support save efforts for cancel-intent customers by asking key questions, identifying root causes, and offering appropriate solutions.
Coordinate with internal teams to resolve service, scheduling, billing, or install-related issues quickly and efficiently.
Schedule and confirm customer appointments as needed, ensuring accurate calendar coordination and follow-through.
Maintain accurate records of customer interactions, outcomes, and reason codes in CRM or other designated systems.
Track common retention issues and communicate recurring themes to the Retention Manager.
Support customer win-back and re-engagement efforts when appropriate.
Help maintain clear, professional, and consistent communication throughout the retention process.
Perform other duties as assigned.