About This Role
The Retention Specialist acts as the final point of contact for Wire 3 customers considering canceling or downgrading their internet service. This role handles inbound requests, identifies the core reasons behind each decision, and works to retain customers when it aligns with their best interests. It is a full-time, on-site position focused on empathetic problem-solving and applying sound judgment to keep customers connected.
Responsibilities
- Handle inbound cancellation and downgrade requests with empathy, urgency, and a genuine goal of resolving the customer’s underlying issue
- Identify the true driver behind each cancellation request—whether price, service quality, a move, or a competitor offer—and tailor the response accordingly
- Present retention offers and solutions within approved guidelines; exercise sound judgment on when a save is appropriate and in the customer’s best interest
- Make outbound win-back calls to recently churned customers
- Follow up proactively on at-risk accounts flagged by billing or usage systems
- Track individual save rate against monthly retention targets and flag trends, patterns, and recurring drivers to leadership
- Accurately document all customer interactions and retention outcomes in the CRM
- Other duties as assigned
Requirements
- Strong negotiation and de-escalation skills with a calm, solutions-first approach under pressure
- Clear and confident verbal communication with genuine empathy for the customer
- Self-motivated and comfortable being measured against save-rate and retention targets
- Proficiency with CRM systems and the ability to accurately document customer interactions
- ISP or telecom experience strongly preferred
- High school diploma or GED required; some college preferred
- 1+ years of experience in customer retention, sales, or a call center environment required
Benefits
- Monthly retention/save-rate bonus
- Company-paid premiums for medical, dental, and vision insurance for you and your dependents
- Dynamic environment with diverse growth opportunities
- Emphasis on learning and development to support career and personal growth
- Work-life balance 120 hours paid time off (PTO) after 90-day probation period
- 40 hours of paid sick leave
- 6 major paid holidays off
- 401(k) plan with company match
Important Details
- Work performed in a standard office environment including prolonged periods of sitting and working on a computer and phone
About the Company
Wire 3 is dedicated to providing affordable, high-speed, and high-bandwidth internet services to households in local communities, aiming to deliver the best internet experience in Florida with exceptional customer care. Utilizing cutting-edge fiber optic technology, the company ensures ultra-fast, reliable connections. Backed by private equity, Wire 3 is experiencing rapid growth.
