Client Solutions Retention Representative; Cox Business

Client Solutions Retention Representative – Cox Business

Hourly pay rate: $17.40 – $26.06 per hour (may vary based on location and experience). Eligible for an annual incentive/commission target.

As a Client Solutions Retention Representative, you will build and maintain strong relationships with small‑to‑medium business customers, ensuring their satisfaction and loyalty while identifying opportunities for upsell and renewal. You will work closely with sales support to provide tailored solutions and resolve any service or billing issues.

• Answer customer disconnect and billing calls, providing best‑in‑class solutions and offers.
• Drive additional revenue by assessing customer needs and exploring upsell opportunities.
• Make outbound calls to inform customers about referral programs, new products, enhanced packages, or renewal options.
• Contact customers 3–6 months before contract expiration to secure renewals and upsell.
• Negotiate pricing, products, promotions, and terms; perform calculations for fees, time periods, pro‑rations, and competitive comparisons.
• Troubleshoot and resolve service, pricing, and technical issues, ensuring customers feel heard and supported.
• Collaborate with sales support to find the best solutions and resolve installation or service challenges.
• Educate customers on maximizing Cox Business products and services, including features, billing, and charges.
• Manage sales orders with the sales support team and provide customer insights to marketing to shape future strategies.

• Minimum: 5+ years of relevant experience, or a high school diploma/GED with 3 years of experience, or an associate/bachelor’s degree in a related field.
• Proficiency with computers and common business software.
• Preferred:
  Associate degree or technical certification in a related discipline.
• B2B sales experience with a proven track record of meeting quotas.
• Background in revenue generation or customer retention roles.
• Experience in the communications industry or with a major communications equipment vendor.
• Applicants must currently be authorized to work in the United States without requiring sponsorship.

Competitive hourly pay, commission opportunities, flexible time‑off policies, health, dental, and vision insurance, 401(k) retirement plan with company match, and comprehensive parental leave and fertility coverage. Employees earn at least 16 hours of paid time off per month and seven paid holidays annually, with additional bereavement, voting, jury duty, volunteer, military, and parental leave benefits.

Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

EOE, including disability/vets.