Retention Specialist-Cedar Rapids

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Job Type

Full-time

Description

Role Overview

The Retention Specialist represents our client, a leader in private and secure telephone communications and satellite connectivity services. In this role, you will leverage your strong product knowledge to retain current customers. We are building a high-performing team that delivers exceptional service, product education, and account support.

Responsibilities

• Position our client’s products as the correct solution for our customers’ needs.
• Contact and communicate with consumers across a wide variety of verticals to understand their needs and challenges.
• Compare and contrast the consumers' current products and technologies with our client's offerings, highlighting the benefits and promotions available.
• Skillfully address and overcome customer objections, painting a compelling picture of how our client's products can benefit their needs.
• Manage and retain an assigned portfolio of business accounts through proactive engagement and service excellence.
• Deliver multi-tiered support, answering product, service, and basic technical questions related to secure telecommunications and satellite internet solutions.
• Identify and act on opportunities to upsell or expand product adoption based on client needs.
• Handle inbound calls and outreach to existing business customers with professionalism and urgency.
• Provide troubleshooting support and account resolutions, partnering with technical teams when necessary.
• Ensure accurate documentation of all client interactions using internal systems.
• Follow call flows, service level expectations, and compliance protocols.
• Contribute feedback to continuously improve processes, tools, and customer satisfaction.
• Help shape the program by offering insights and helping refine procedures as the team scales.
  
  

Requirements

Ideal Candidate & Qualifications:

• BPO/Contact Center/Call center/Sales Agency experience preferred.
• Retention/Winback/Account Management experience preferred.
• Business to Business (B2B) sales experience preferred.
• Telecom or tech-related customer service experience preferred.
• Ability to maintain broad knowledge of client products and services.
• Internet and software navigational skills, including CRM software.
• Ability to think on the fly and transition to overcome customer objections.
• Ability to retain or upsell customers.
• Passion for delivering exceptional customer experiences by executing with energy and excellence.
• Ability to analyze, interpret and address client needs.
• Ability to adapt and work in a fast-paced team environment.
• 1+ year of experience in a customer service, retention, or account management role (call center/BPO or B2B preferred).
• Comfortable with handling a blended workload of retention, service, and light technical support.
• Proven ability to retain and build value with existing customers.
• Strong communication skills, both verbal and written, with a customer-first mindset.
• Ability to manage multiple systems and navigate digital tools during live interactions.
• Self-motivated, organized, and capable of working in a fast-evolving environment.
• Comfortable working with ambiguity and contributing to new process creation.
  
  

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to lift up to 10 pounds, if necessary..
  
  

Salary Description

18 an hour + commission