Customer Retention Specialist

About Core Fiber

Core Fiber Partners is a growing telecommunications company dedicated to delivering reliable, high-speed internet and connectivity solutions to the communities we serve. Through our family of regional brands, we focus on building strong local relationships while providing the technology and infrastructure customers depend on every day.

We operate across multiple states, bringing fiber-forward innovation, dependable service, and customer-focused support to residential and business clients alike. Our team is committed to expanding broadband access, improving network performance, and ensuring our customers stay connected to what matters most.

At Core Fiber, we believe our people are the foundation of our success. We foster a culture built on accountability, collaboration, and continuous improvement. Whether in the field, supporting customers, or driving strategy behind the scenes, every team member plays a vital role in delivering exceptional service and strengthening the communities we serve.

If you’re looking to grow your career in a fast-paced, evolving industry where your work makes a real impact, Core Fiber Partners may be the right place for you.

Position Summary

The Customer Retention Specialist is responsible for helping the Company retain customers and reduce preventable customer cancellations by providing exceptional service, understanding customer concerns, and identifying solutions that meet the customer’s needs.

This role serves as a key point of contact for customers who are considering disconnecting their internet service. The Customer Retention Specialist listens to the customer’s concerns, identifies the underlying reason for the cancellation request, and works proactively to resolve issues, educate customers on available options, and recommend appropriate solutions.

The ideal candidate is an excellent communicator who can remain calm and professional during difficult conversations, build trust quickly, and confidently navigate challenging customer interactions. This position requires a strong customer-first mindset balanced with the ability to make sound business decisions that support customer loyalty and Company revenue.

Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following:

Customer Retention & Account Management

• Respond to customers who request to cancel or discontinue service and make reasonable efforts to retain the customer when appropriate.
• Identify and understand the primary drivers of customer dissatisfaction, including service issues, pricing, billing concerns, relocation, competitor offers, and other factors.
• Use active listening and consultative questioning to understand customer needs and determine appropriate retention solutions.
• Present available service options, promotions, upgrades, downgrades, equipment options, payment arrangements, or other approved solutions designed to address customer concerns.
• Clearly explain the value and benefits of the Company’s products and services.
• Process service changes, cancellations, and other account updates accurately and in accordance with Company policies.
• Follow established retention guidelines, authorization limits, and pricing/promotional policies.
• Recognize situations that require escalation and involve the appropriate department or leader when necessary.

Customer Experience

• Provide a professional, empathetic, and positive customer experience, even when interacting with frustrated or dissatisfied customers.
• De-escalate challenging conversations and work toward mutually beneficial solutions.
• Take ownership of customer concerns and avoid unnecessary transfers or handoffs.
• Communicate clearly and professionally through phone, email, chat, or other customer communication channels.
• Educate customers on available services, features, policies, and solutions.
• Identify opportunities to resolve recurring customer concerns and improve the overall customer experience.

Cross-Functional Collaboration

• Work closely with Customer Service, Dispatch, Installation & Repair, Billing, Sales, and other departments to resolve customer issues.
• Coordinate with operational teams when service-related issues are contributing to a customer’s decision to cancel.
• Communicate customer feedback and recurring concerns to leadership and appropriate departments.
• Maintain awareness of service capabilities, products, pricing, promotions, and Company policies.

Documentation & Performance

• Accurately document customer interactions, concerns, retention efforts, and account changes in the appropriate systems.
• Maintain accurate customer and account information.
• Meet established performance expectations related to customer retention, customer satisfaction, quality, productivity, and accuracy.
• Monitor personal performance metrics and actively seek opportunities to improve results.
• Maintain confidentiality of customer and Company information.
• Follow all Company policies, procedures, and applicable laws and regulations.
• Perform other duties as assigned.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• High school diploma or equivalent required.
• 1–2 years of experience in customer service, sales, telecommunications, call center, account management, or a related customer-facing role preferred.
• Experience handling customer cancellations, escalated concerns, or difficult customer interactions preferred.
• Strong verbal and written communication skills.
• Demonstrated ability to actively listen, ask effective questions, and identify customer needs.
• Ability to communicate value and recommend solutions without being overly aggressive or sales-focused.
• Strong problem-solving and decision-making skills.
• Ability to remain calm, professional, and empathetic in challenging situations.
• Strong attention to detail and ability to accurately document customer interactions.
• Ability to learn and navigate multiple software systems and customer account platforms.
• Ability to work independently while contributing effectively to a team environment.
• Ability to meet performance goals and adapt to changing priorities.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• Frequently communicate by telephone and electronic communication.
• Operate a computer, keyboard, mouse, headset, and other standard office equipment.
• Read and interpret information displayed on computer monitors and other electronic devices.
• Maintain concentration and professionalism during periods of high customer volume.
• Occasionally lift or move office materials or equipment weighing up to 20 pounds.

Job Type: Full-time

Pay: $48,824.00 - $79,413.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Were you referred by a current employee? If so, who referred you?

Work Location: Remote