Customer Retention Specialist

At GFiber, we believe that great internet has the power to drive innovation, strengthen communities, enable the impossible, and do all the everyday things that make our world go round. And the job of creating better internet is never done – so we’re growing! Our team is committed to building a place where people who want to make a difference can grow their careers and find their spot to belong.

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our teams are expanding as we connect more cities and people to exceptional internet.

This role is not eligible for immigration sponsorship.

As a Customer Retention Specialist, you will be the dedicated frontline point of contact for handling inbound calls from residential and small‑business internet customers looking to cancel their service. This role is strictly on‑site, five days a week, in our Austin office. Your primary focus will be to retain customers by actively listening to their needs, escalating and resolving complex service‑related issues, and finding appropriate solutions to overcome pricing‑related concerns.

You will analyze customer feedback to identify the most effective resolution strategy and collaborate with various teams to drive solutions that ensure customer satisfaction. You must possess the flexibility to work non‑standard schedules, including regular evening and weekend shifts, to support peak after‑hours customer volume.

• Manage inbound calls from customers intending to cancel, working proactively to retain their business.
• Consistently meet or exceed target save rates and revenue retention metrics in a performance‑driven environment.
• De‑escalate highly frustrated customers by leading with empathy, patience, and active listening to uncover the root cause of their dissatisfaction.
• Troubleshoot residential equipment (routers, extenders, and fiber‑optic connections) to resolve performance issues that drive cancellation requests.
• Educate customers on optimal home‑network setups and Wi‑Fi behavior to prevent future frustration.
• Apply strategic negotiation and objection‑handling techniques to pivot cancellation requests into retained accounts.
• Tailor customized retention offers that align with the household’s specific internet usage and budget constraints.
• Identify and synthesize common themes, friction points, and systemic patterns across customer interactions that contribute to cancellation requests.
• Collaborate effectively with cross‑functional teams to advocate for proposed solutions and support changes designed to improve customer retention.
• Comply with tracking key churn drivers for all interactions handled.

• 3 years of experience in Internet Service Provider (ISP) operations.
• Experience in a contact center or customer service environment.
• Experience in customer retention, inbound sales, or complex objection handling.
• A foundational understanding of home networking, Wi‑Fi performance, and consumer internet setups.
• Experience using customer service software, including CRM systems such as Salesforce.
• Ability to work non‑standard working hours, including nights, weekends, and holidays.

• 5 years of experience in ISP operations.
• Experience collaborating and communicating with technical stakeholders such as engineering.
• Effective communication, problem‑solving, and conflict‑resolution skills.
• Familiarity with being measured against specific contact center targets, such as save rate, churn reduction, and customer satisfaction (CSAT) scores.
• Previous experience working with telecommunications consumer codes and industry standards.

Salary and Benefits
US base salary range for this full‑time position is between $23.08/hr and $25.38/hr, plus bonus and benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.

Workplace Inclusivity
It’s important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form. Our candidate accommodations team will then connect with you to confidentially discuss your options.