Customer Retention Specialist

🔥 0 minutes ago

🌵 Arizona, Kentucky, +1 more states – Remote

🌵 Arizona – Remote 🐎 Kentucky – Remote 🌪️ Oklahoma – Remote

💵 $36.8k - $46.2k / year

⏰ Full Time

🟢 Junior

🔄 Customer Retention Specialist

🚫👨‍🎓 No degree required

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Consumer Cellular, Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1995

📡 Telecommunications

👥 B2C

🛒 Retail

💰 $3.6G Debt Financing - Consumer Cellular on 2025-05

Telecommunications • B2C • Retail

Consumer Cellular, Inc. is a U. S. wireless provider focused on affordable, no‑contract cell phone service primarily for customers aged 50 and over. Founded in 1995 and based in Scottsdale, Arizona, the company operates as a mobile virtual network operator (MVNO) that uses the nation’s largest voice and data network covering 99% of the U. S. population. Consumer Cellular sells plans and phones direct-to-consumer online and through major retailers (e. g. , Target, Walmart), emphasizes U. S. -based customer service, and serves more than four million customers. It has repeatedly received J. D. Power awards for customer service among wireless value MVNOs.

📋 Description

• Build genuine rapport with customers through positive, engaging conversations rooted in empathy and trust • Practice active listening to understand customers' unique needs, concerns, and goals • Identify the root cause behind customers' desire to cancel service • Recommend personalized retention solutions balancing customer needs with sound business decisions • Educate customers on products, services, and solutions suited to their needs • Overcome objections by demonstrating the value of remaining a Consumer Cellular customer • Achieve retention and sales performance goals • Increase customer lifetime value through exceptional service and thoughtful recommendations • Resolve customer concerns on the first contact and minimize repeat contacts and escalations • Maintain expert knowledge of products, services, systems, promotions, and wireless industry trends • Meet performance expectations for save ratio, average call waiting, first call resolution, customer satisfaction, quality assurance, schedule adherence, and attendance • Accurately document customer interactions • Protect customer information by complying with CPNI, PCI, and company privacy standards

🎯 Requirements

• Minimum of one (1) year of experience in customer retention, sales, or consultative customer service with demonstrated success meeting or exceeding performance goals • Proficiency with Microsoft Office and ability to quickly learn new technologies • Empathy, patience, authenticity, and ability to quickly build trust • Strong verbal and written communication skills • Active listening and ability to ask thoughtful questions to uncover customer needs • Ability to explain solutions clearly and confidently • Critical thinking and creative problem-solving skills • Demonstrated ability to influence customer decisions through education, trust, and value, not pressure • Ability to thrive in a fast-paced environment • Comfortable using multiple computer systems simultaneously • Pre-employment background check and drug screen required • Must reside within 50 miles of one of Consumer Cellular's call centers

🏖️ Benefits

• Competitive base pay with potential for shift differential, overtime, and bonus pay • Medical insurance (98% company-paid for full-time employee only coverage) • Dental and Vision insurance (100% company-paid for full-time employee only coverage) • 401(k) company match of 100% up to 6% of your pay • Discounted Consumer Cellular wireless phone plan for employees • Paid Time Off (PTO) available following a 30-day waiting period • 6 company-paid holidays plus 16 hours of floating holiday accrual per year • Flexible Spending Accounts (FSA) for health care and dependent care expenses • Life and AD&D insurance equal to 1x your annual earnings (100% company-paid) • Long-Term Disability insurance (100% company-paid) • Employee Assistance Program (100% company-paid) • Education reimbursement • Employee rewards program • Paid full-time training • Career growth and self-promotion opportunities • Flexible schedule • Opportunity to earn shift differentials for evening and weekend hours worked