Customer Retention Representative
Rise Internet | Dallas Metro Area
About the Role
Rise Internet is hiring Customer Retention Representatives in the Dallas metro area. When customers call to cancel or downgrade, whether because of service issues, competitor offers, or billing concerns, you’re the last line of defense. You’ll listen, solve problems, and show customers why staying with Rise is the right call.
You’ll partner with other departments to resolve account issues, using a blend of sales, negotiation, and problem-solving skills to protect revenue and keep customers happy.
What You’ll Do
- Uncover the real reason a customer wants to leave or downgrade, then resolve the issue and address their concerns
- Present the value of Rise Internet’s products and services in a way that speaks to each customer’s specific needs
- Use strong negotiation and closing skills to save accounts
- Explain pricing, features, and promotions clearly so customers can make informed decisions
- Meet or exceed retention targets, along with productivity, quality, and customer experience goals
- Stay current on Rise’s products, technology, and promotional offers
- Track and document the outcome of every save or reinstatement
- Share feedback with leadership and support teams to help improve the retention program
- Take an active role in regular coaching, feedback, and development, and apply what you learn to keep improving
- Follow company policies and procedures, protect customer information, and maintain accurate account records
What You Will Bring
- Prior call center experience (required)
- Background in sales, retention, or a related field (required)
- Excellent communication skills: verbal, written, and listening
- Solid decision-making and problem-solving ability
- Experience handling escalated issues and turning frustrated customers into loyal ones
- Sharp attention to detail and accuracy
- Strong PC and keyboarding skills
- Experience with Word, Excel, and Windows
Schedule/Hours
Retention hours of operation:
- Monday – Friday: 8 am – 7 pm
- Saturday: 8 am – 5 pm
- Sunday: Off
Compensation and Benefits
- Base pay of $18.00 per hour
- Uncapped biweekly commission opportunity
- Eligible for company benefits and PTO (paid time off) the very first full month
Working Conditions
This role involves extended periods of sitting, with occasional standing, walking, and use of hands for typing and handling materials. Employees may occasionally lift up to 15 lbs. Vision requirements include close, distance, color, and peripheral vision, plus depth perception and focus adjustment. Work takes place in an open cubicle/shared workspace environment.
Skills Required
- Prior call center experience
- Background in sales, retention, or a related field
- Excellent verbal, written, and listening communication skills
- Solid decision-making and problem-solving ability
- Experience handling escalated issues and retaining frustrated customers
- Strong attention to detail and accuracy
- Strong PC and keyboarding skills
- Experience with Microsoft Word, Microsoft Excel, and Windows
What We Do
Rise Broadband provides high-speed internet and digital voice services to residential and business customers across 16 states. It delivers connectivity through fixed wireless and is expanding its fiber footprint, with service options for homes and businesses. The company says its mission is to connect communities and help close the digital divide by offering reliable, affordable broadband to rural and suburban areas that have historically been underserved.
