Customer Retention Specialist - Work from Home

At Consumer Cellular, recruiting is human. Every application is reviewed by a real member of our Talent Acquisition team because we believe the people behind the résumé matter just as much as what's on it.

All official communication from Consumer Cellular will come from a  email address or through our verified texting platform, which will only be used to schedule interviews. We will never ask for personal and financial information during the recruiting process. If you receive outreach that doesn't match these criteria, please do not engage and feel free to verify directly at talentacq

While this role is remote, you will still need to reside within 50 miles of one of our call centers.

At Consumer Cellular, we believe every conversation is an opportunity to strengthen a relationship. As a Customer Loyalty Specialist, you'll serve as a trusted advisor to customers who are considering leaving Consumer Cellular. Through meaningful conversations, active listening, empathy, and expert problem-solving, you'll uncover what's most important to each customer and deliver personalized solutions that create long-term loyalty. This role blends relationship building, customer advocacy, and consultative sales.

You'll balance the needs of our customers with the needs of our business by delivering solutions that make sound business sense while creating experiences that delight customers for life. Successful Customer Loyalty Specialists don't simply save accounts; they build trust, create lifelong advocates, and leave every customer feeling heard, valued, and appreciated.

• Build genuine rapport with customers by creating positive, engaging conversations rooted in empathy and trust.
• Practice active listening to understand each customer's unique needs, concerns, and goals.

• Serve as a retention expert by identifying the root cause behind a customer's desire to cancel service.
• Recommend personalized solutions that balance customer needs with sound business decisions by educating customers on products, services, and solutions that best fit their needs.
• Confidently overcome objections by demonstrating the value of remaining a Consumer Cellular customer.

• Consistently achieve retention and sales performance goals by demonstrating ownership of every interaction.
• Increase customer lifetime value through exceptional service and thoughtful recommendations.
• Resolve customer concerns the first time (First Call Resolution), minimizing repeat contacts and escalations.

• Maintain expert knowledge of Consumer Cellular products, services, systems, promotions, and wireless industry trends.
• Meet established performance expectations, including:
  • Save Ratio
  • Average Call Waiting (ACW)
  • First Call Resolution (FCR) %
  • Customer Satisfaction (CSAT)
  • Quality Assurance (QA)
  • Schedule Adherence and Attendance
• Accurately document customer interactions.
• Protect customer information by complying with CPNI, PCI, and company privacy standards.

• Flexibility in Schedule – We offer full-time opportunities
• Competitive Wage and Savings – ($19/hour) with an opportunity to earn shift differentials for evening and weekend hours worked. You will also be able to save on gas and lunches out!
• Career Growth – You are in charge of your career at Consumer Cellular and have the freedom to grow. Yes, you read that correctly – you have the freedom to self-promote through meeting and maintaining your metrics.
• Paid Training – Full-time training that is 100% paid!
• Dynamite Benefits – Benefits to cover all your needs and at affordable rates (how does $25/paycheck sound?)
• #agent
  2025

• Minimum…