Retention Specialist – Customer Retention Sales

About the role

Optimum is seeking a Retention Specialist to join its fast‑paced call‑center team. In this role you will help keep customers connected by addressing service termination requests, offering tailored solutions, and reinforcing the value of Optimum’s high‑speed connectivity products.

Key responsibilities

• Demonstrate deep product and service knowledge while applying high‑value selling techniques to meet retention targets.
• Engage customers at risk of cancelling or downgrading service, explain features, benefits, and competitive offers.
• Navigate multi‑product billing and database systems to provide accurate account information and resolve inquiries.
• Utilize tools and resources to document interactions and track retention outcomes.

Required profile

• High School diploma or GED; call‑center experience required.
• Previous technology or cellular sales experience preferred.
• Comfortable working in a fast‑paced, commission‑driven environment with conflict‑resolution demands.
• Strong written and oral communication skills meeting Optimum standards.
• Ability to work flexible hours, including evenings, weekends, holidays, and overtime.
• Residency within a 50‑mile radius of the training center at 6151 Paluxy Rd, Tyler, TX.

Required skills

• Proficiency with Windows operating systems.
• Experience using database and billing system software.

What we offer

• Competitive base salary plus commission.
• Opportunities for professional growth within a leading telecom provider.
• Dynamic team environment focused on innovation and customer empowerment.