Customer Loyalty Specialist (Retention)

Description

This position is remote, but preference will be given to those in North Carolina, South Carolina, Georgia, and Florida.

The Customer Loyalty Specialist is responsible for providing solutions to retain customers through a consultative call process. The position takes full ownership of the customer experience by right-sizing Clearwave Fiber’s customer’s services and products as well as solving service and billing related issues.

Duties and Responsibilities:

• Assists with meeting and exceeding focused retention goals and objectives.
• Acts as a liaison between internal teams to ensure customer needs are being met, coordinating amongst implementation, sales, marketing, finance, and product teams.
• Utilizes soft skills to communicate solutions confidently and accurately with customers.
• Assists with updating and tracking all order activities.
• Retains revenue by offering value added products to customers.
• Solves complex billing and service issues on behalf of Clearwave Fiber customers.
• Follows the retention and sales call processes.
• Dispositions interactions for retention and sales accurately.
• Looks for revenue growth opportunities within existing customer base.
• Serves as a primary backup to Residential Inside Sales and Customer Service as needed.
• Demonstrates practical and efficient working knowledge of all the products and services in Clearwave Fiber’s Residential Product Portfolio.
• Makes follow-up calls to ensure positive customer interactions.
• Performs other duties and projects as assigned.

Requirements

What you’ll have:

· 2+ years of customer service experience

· Associates Degree preferred, but not required

· Proactive and solution-orientated with a love of working with people

· Be a self-starter with a can-do attitude to tackle challenges, and be respectful and friendly with teammates

· Engaging communication, listening and organizational skills

· Ablity to use own vehicle for company use

· Ability to work weekends and extended hours as needed

· Familiarity with computer systems, accurate typing skills and proficiency in Microsoft Office, i.e., Word, Excel, PowerPoint

Nice to have but not required:

· Prior retention experience is beneficial

· Working knowledge of fiber optic broadband technology, processes and billing systems

What we offer:

· Total Target Compensation $50k+

· Opportunity to advance

· Long-term bonus plan (company equity)

· Medical, dental and vision plans – begins when you start!

· Company contributions to HSA/HRA accounts, with FSA plan available

· Paid time off (up to 20 days in 1st year!)

· 401(k)

· Company-paid life insurance, with voluntary options for dependents

· Company-paid short-term & long-term disability plans

Additional Perks:

· Free Clearwave Fiber services if living within service area

· Company laptop provided

· Tuition Reimbursement

· Employee Assistance Plan and 24/7 Health Advocate at no cost to you

· Employee Referral Program

· Voluntary accident, critical illness, hospital indemnity and legal plans

· Collaborative work environment

About us:

Founded in January of 2022 (from Hargray Fiber, RG Fiber and Clearwave Communications, and with the strong financial backing of Cable One, GTCR, Stephens Capital, and The Pritzker Organization), we started Clearwave Fiber because the need for great Internet is more prevalent than ever. That’s why we’re committed to deploying 100% Fiber Internet service to 500,000 homes and businesses in underserved communities across the United States by 2026.

Our Core Values:Purpose - We are about more than ourselves.

Ownership - We are owners.

Courage - We embrace challenge.

Resourcefulness - We find a way.

Simplicity - We focus on what matters.

Pre-hire Processes:Clearwave Fiber is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.

EOE/Disability