The Business Retention Specialist plays a key role in maintaining and strengthening customer relationships by proactively identifying and addressing the needs of existing business clients. This position is responsible for preventing service cancellations, resolving account issues, and recommending tailored telecommunications solutions—including internet, voice, and TV—to enhance customer satisfaction and retention.
Key Responsibilities:
Contact existing business clients to prevent service cancellations and resolve issues.
Address customer concerns related to pricing, service performance, or account changes.
Promote and upsell company products based on customer needs.
Meet retention and sales targets through inbound and outbound campaigns.
Manage billing inquiries, process payments, and provide basic troubleshooting support.
Maintain up-to-date knowledge of products, services, and competitive offers.
Education & Experience Requirements:
Associate degree in Business Administration, Marketing, Communications, or a related field strongly preferred.
1–2 years of experience in customer retention, sales, or customer service, ideally in a B2B or telecommunications environment.
Strong communication, negotiation, and problem-solving skills.
Fully bilingual (Spanish and English) preferred.
Familiarity with Salesforce or other CRM platforms is a plus.
Acknowledgement that document was presented & discussed with employee:
Employee Name: _________________Employee Signature: ________________ Date: ___________
*The management retains the discretion to add or change duties of position as needed.
Rev. HR Feb 2023