Business Retention Specialist

Duties and Responsibilities

• Process all MACD requests (upgrades, downgrades, disconnects, etc.) and use retention and savings skills to retain and win back Business Services customers who are downgrading or disconnecting services.
• Meet a renewal quota and maintain minimum customer support metrics while performing MACD functions.
• Field inbound calls from customers who want to disconnect services, review packages for right‑size opportunities, and apply retention offers to protect company revenue.
• Handle inbound calls from customers wishing to downgrade or modify existing services (e.g., transfers, change of responsibility, renewals).
• Place outbound calls to customers approaching contract renewal to retain their business and advance company RGU targets.
• Place outbound calls to customers who recently left WOW for competition or service issues and attempt to win them back.
• Assess churn risk for existing business subscribers and target retention efforts accordingly.
• Evaluate and maintain open opportunities via the software application/database to track potential customers within the WOW! service area.
• Work with existing business customers to analyze their strategy and future growth plans.
• Use independent judgment to review existing accounts and determine actions for ongoing retention efforts.
• Build relationships and negotiate contract terms and rates for existing customers.
• Accurately complete paperwork associated with each customer order or request.
• Maintain retention quotas and track daily activity as established by the department manager.
• Use multiple software systems to manage business customers and ensure accurate data entry across all systems.
• Protect and grow revenue within the existing customer base.

• High School Diploma or GED required; college education in sales, marketing, or business preferred.
• 1‑3 years of successful sales experience, with experience in the telecommunications industry and prior B2B sales/service experience strongly preferred.
• Ability to maintain a high level of confidentiality with customer information.
• Self‑motivated, results‑driven, and demonstrated by previous work experience.
• Beneficial to be bilingual.
• Organizational skills to maintain records of prospects and existing customers.
• Consultative sales approach knowledge and ability to apply the entire sales process.
• Excellent communication and presentation skills with a wide range of customers.
• Problem‑solving abilities arising through customer interaction.
• Strong ability to navigate complex computer systems, use a variety of software and e‑mail applications, and manage multiple systems simultaneously.
• Strong computer skills with keyboard, mouse, etc., while interacting with customers.
• Proficiency with Microsoft 365.

• Salary: up to $21/hr, based on experience.
• Restricted stock grant opportunity.
• Medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off, paid holidays, and tuition reimbursement.
• Significant discounts on broadband packages for employees in our service areas.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please e‑mail reaso