Customer Retention Specialist (604

Customer Retention Specialist | Ripple Fiber

Join Our Team as a Customer Retention Specialist!

Do you have a passion for turning customer challenges into success stories? Ripple Fiber is seeking an energetic and empathetic Customer Retention Specialist to join our growing team. In this role, you’ll be the voice of reassurance and problem‑solving for customers—restoring confidence, preventing cancellations, and ensuring every experience with Ripple Fiber leaves a lasting positive impression.

Our mission is to provide access to the best internet for life, while bridging the digital divide. Our technology has proven successful in other countries and provides easier access to education, entertainment, and employment.

We have achieved the above by providing faster, more stable fiber internet connections, granting each user their own bandwidth without sharing.

Our aim is to provide this internet access to over 3million homes over the next 7 years across various states.

We are a dynamic, fast‑growing, innovative company full of ambitious self‑startholders with entrepreneurial mindsets. We are people‑centric and emphasize employee experience, career growth, and development.

As a Customer Retention Specialist, you’ll play a pivotal role in preserving customer relationships and driving long‑term satisfaction. You’ll serve as both advocate and problem‑solver, ensuring every customer interaction reinforces Ripple Fiber’s promise of reliability, empathy, and excellence.

• Handle inbound and outbound calls with customers experiencing service concerns, installation issues, or expressing intent to cancel.
• Use active listening and discovery to understand customer pain points and offer personalized solutions or retention incentives that rebuild trust and loyalty.
• Collaborate cross‑functionally with Sales, Field Operations, and Billing teams to resolve escalations swiftly and accurately.
• Communicate with empathy, professionalism, and confidence, ensuring customers feel heard and valued.
• Present tailored retention offers and troubleshoot technical or process issues that could impact customer satisfaction.
• Accurately document all customer interactions, follow‑ups, and resolutions in internal systems.
• Track and manage follow‑up commitments within established SLAs to ensure issues are closed with care and urgency.
• Maintain a comprehensive understanding of Ripple Fiber’s products, coverage, and customer journey to provide expert guidance.
• Consistently meet or exceed individual and team performance goals for retention, customer satisfaction, and resolution efficiency.

• High school diploma or equivalent required.
• Minimum of 2years of retention experience.
• Strong problem‑solving and negotiation skills with a customer‑first mindset.
• Strong verbal communication, negotiation, and problem‑solving skills.
• Demonstrated ability to manage competing priorities and stay composed under pressure.
• Empathetic, customer‑first mindset with a passion for resolving issues effectively.
• Proficiency in CRM tools and documentation practices.
• Bilingual fluency is a plus.

• Competitive base pay with performance‑based incentives.
• Comprehensive benefits package, including medical, dental, vision, and 401(k).
• Opportunities for advancement within a rapidly expanding organization.
• Ongoing professional development and training programs.
• A collaborative, inclusive culture that values innovation and integrity.

Ripple Fiber is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender identity and expression, religion or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Ripple Fiber is committed to providing veteran employment opportunities to our service men and women.