Retention and Migration Specialist

Job Description

Job Description

Here at GoNetspeed, we believe in the power of connectivity. We believe that life doesn’t wait for us to catch up. We believe that providing the fastest and most reliable Internet to the communities we serve means committing to the present and building for the future.

And we believe that our amazing team of employees are the key to our future and vision of connecting communities for today and for whatever comes next. If this excites you, come and join our team.

General Summary:            

The Inside Sales Retention and Migration Specialist is crucial for protecting revenue and maximizing customer lifetime value by minimizing churn and fostering retention. This role involves proactively addressing cancellation risks, engaging at-risk customers, and recovering disconnected accounts. A key responsibility is driving revenue growth by migrating customers from legacy copper to advanced fiber networks, which also enhances customer experience and reduces maintenance costs. Furthermore, the specialist improves technician efficiency by reducing cancelled fiber installations.

Essential Job Duties:

•Proactively reach out to existing customers via outbound calling to establish the initial connection and pitch the upgrades available.

•Follow up through outbound calling, email, and text messaging.

•Field inbound calls from customers returning your outbound efforts or responding to marketing attempts.

•Re-sell the fiber optic internet service to customers by highlighting its speed, reliability, and benefits for residential use.

•Utilize special offers, discounts, or incentives to persuade customers to upgrade their services.

•Provide exceptional customer service and support throughout the upgrade process.

•Collaborate with other departments, such as Customer Support and Sales, to address customer issues and enhance the overall customer experience.

•Keep accurate records of customer interactions, including reasons for cancellation and outcomes of retention efforts, using our Billing/CRM system.

•Meet or exceed market penetration targets and performance metrics on a regular basis.

•Stay updated on industry trends, competitor activities, and market developments to identify opportunities for retention and customer satisfaction improvement.

•Any other strategic initiatives as needed to support the changes in the company

•Completes special projects as assigned by the Inside Sales Manager.

*These tasks do not meet the Americans with Disabilities Act definition of essential job functions and are usually less than 5% of time spent.  However, these tasks still constitute important performance aspects of the job. 

Knowledge, Skills, and Abilities:                                                              

•Strong empathy and listening skills, with the ability to understand and address customer concerns sensitively.

•Proven ability to think critically and problem-solve in a fast-paced environment.

•Results-oriented mindset with a focus on meeting or exceeding retention targets.

•Familiarity with CRM software and other sales tools is preferred.

Education and Experience:    

•High school diploma or equivalent required.

•1 year or more of Sales or Customer service experience

Physical Requirements:

PHYSICAL REQUIREMENTS

Seeing:

Must be able to read computer screen and various reports.

Hearing:

Must be able to hear well enough to communicate with employees and industry contacts.

Standing/Walking

Climbing/Stooping/Kneeling

Lifting/Pulling/Pushing

Must be able to write, type, and use phone system.

Working Conditions:

This factor measures the surroundings or physical conditions under which a job must be done and the extent to which those conditions make the job disagreeable.  Consider the presence and relative amount of exposure to dust, dirt, heat, fumes, contaminants, cold, noise, vibration, wetness, etc.  

Good working conditions provided with a work station with dual monitor setup connected to a laptop.  

Note:  The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.                         

GoNetspeed is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity, color, race, creed, national origin, religious persuasion, marital status, political belief, or disability.

Thank you for choosing GoNetspeed as your potential next employer! We know you have other options when selecting an employer of choice and are so glad you chose to apply with us.