Customer Experience Representative – Retention Services

About the role

This position focuses on creating positive customer experiences while helping retain and strengthen long‑term relationships. You will engage directly with customers through multiple channels to understand their needs, resolve concerns, and provide tailored solutions in a fast‑paced virtual environment.

Key responsibilities

• Engage with customers via phone, email, SMS, eChat, or other channels to address inquiries, concerns, and service requests.
• Identify reasons for cancellations or service changes and present personalized solutions to retain customers.
• Build trusted relationships through active listening, empathy, and professional communication.
• Take a consultative approach, recommending relevant solutions and increasing customer value.
• Explain product features, benefits, and options while demonstrating strong product knowledge.
• Navigate billing platforms, knowledge bases, and technical resources to provide accurate support.
• Educate customers on self‑service options and digital tools.
• Achieve performance goals, quality standards, and sales‑related metrics.
• Collaborate with internal teams and escalate issues when necessary.

Required profile

• Customer‑focused, adaptable, and motivated to help people find solutions.
• High school diploma or GED required.
• 0‑2 years of relevant experience in customer service, sales, or a contact‑center environment.
• Strong communication skills, empathy, and ability to manage complex interactions professionally.

Required skills

What we offer

• Opportunity to develop expertise in digital products and retention strategies.
• Experience working in a collaborative, remote team environment.