Customer Retention Specialist (604)

Customer Retention Specialist

South Park Home Office - Charlotte, NC 28210

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.

If you thrive in fast-paced environments, excel at building trust, and enjoy transforming tough conversations into wins, we want to meet you!

About Ripple Fiber

Our mission is to provide access to the best internet for life, while bridging the digital divide, using advanced technology aimed at improving people's lives. Our technology has proven successful in other countries around the world and has provided ease of access to more opportunities from an education, entertainment, and employment perspective.

We have achieved the above by providing faster, more stable fiber internet connection, providing each user with their own bandwidth without needing to share with anyone else. Simply put, the capacity of fiber is a lot faster than copper and is the internet of the future.

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

About Our Culture

We are a dynamic fast-growing, fast-paced, innovative company filled with ambitious, self-starters with entrepreneurial mindsets. We are people centric and place emphasis on employee experience, career growth and development.

About the Role

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.

Responsibilities:

• 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.

Qualifications & Requirements:

• High school diploma or equivalent required.
• Minimum of 2 years 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.

What We Offer

• 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.

Ready to Make Every Customer Count?

If you're ready to play a key role in keeping customers connected and satisfied, apply today! Submit your resume and cover letter to join Ripple Fiber's mission of delivering world-class internet with a personal touch.

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, 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.