Customer Retention Specialist

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. Starting wage for this role is $19.00/hour + commission.

At Consumer Cellular, we believe every conversation is an opportunity to strengthen a relationship.

As a Customer Retention 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 Retention 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.