Customer Retention Specialist (604)

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    "description": "<p style=\"margin-bottom:11px\"><span style=\"font-size:11pt\"><span style=\"line-height:107%\"><span style=\"font-family:Aptos,sans-serif\"><b>Customer Retention Specialist | Ripple Fiber</b></span></span></span></p>\r\n\r\n<p class=\"paragraph\"><span style=\"font-size:12pt\"><span style=\"vertical-align:baseline\"><span style=\"font-family:&quot;Times New Roman&quot;,serif\"><b><span style=\"font-size:11.0pt\"><span style=\"font-family:&quot;Aptos&quot;,sans-serif\">Join Our Team as a Customer Retention Specialist!</span></span></b>&nbsp;</span></span></span></p>\r\n\r\n<p class=\"paragraph\">&nbsp;</p>\r\n\r\n<p class=\"paragraph\"><span style=\"font-size:12pt\"><span style=\"vertical-align:baseline\"><span style=\"font-family:&quot;Times New Roman&quot;,serif\"><span style=\"font-size:11.0pt\"><span style=\"font-family:&quot;Aptos&quot;,sans-serif\">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&rsquo;ll be the voice of reassurance and problem-solving for customers &mdash; restoring confidence, preventing cancellations, and ensuring every experience with Ripple Fiber leaves a lasting positive impression.</span></span>&nbsp;</span></span></span></p>\r\n\r\n<p class=\"paragraph\">&nbsp;</p>\r\n\r\n<p class=\"paragraph\"><span style=\"font-size:12pt\"><span style=\"vertical-align:baseline\"><span style=\"font-family:&quot;Times New Roman&quot;,serif\"><span style=\"font-size:11.0pt\"><span style=\"font-family:&quot;Aptos&quot;,sans-serif\">If you thrive in fast-paced environments, excel at building trust, and enjoy transforming tough conversations into wins, we want to meet you!</span></span>&nbsp;</span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px\">&nbsp;</p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:11pt\"><span style=\"line-height:107%\"><span style=\"font-family:Aptos,sans-serif\"><b>About Ripple Fiber</b></span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:11pt\"><span style=\"line-height:107%\"><span style=\"font-family:Aptos,sans-serif\">Our mission is to provide access to the best internet for life, while bridging the digital divide, using advanced technology aimed at improving people&rsquo;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.</span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:11pt\"><span style=\"line-height:107%\"><span style=\"font-family:Aptos,sans-serif\">&nbsp;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.</span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:11pt\"><span style=\"line-height:107%\"><span style=\"font-family:Aptos,sans-serif\">Our aim is to provide this internet access to over 3 million homes over the next 7 years, across various states.</span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:11pt\"><span style=\"line-height:107%\"><span style=\"font-family:Aptos,sans-serif\">&nbsp;<b>About our Culture</b></span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:11pt\"><span style=\"line-height:107%\"><span style=\"font-family:Aptos,sans-serif\">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.</span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:11pt\"><span style=\"line-height:107%\"><span style=\"font-family:Aptos,sans-serif\"><b>About the Role</b></span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:11pt\"><span style=\"line-height:107%\"><span style=\"font-family:Aptos,sans-serif\">As a Customer Retention Specialist, you&rsquo;ll play a pivotal role in preserving customer relationships and driving long-term satisfaction. You&rsquo;ll serve as both advocate and problem-solver, ensuring every customer interaction reinforces Ripple Fiber&rsquo;s promise of reliability, empathy, and excellence.&nbsp;&nbsp;</span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:11pt\"><span style=\"line-height:107%\"><span style=\"font-family:Aptos,sans-serif\"><b>Responsibilities:</b></span></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"tab-stops:list .5in\"><span style=\"font-family:Aptos,sans-serif\">Handle inbound and outbound calls with customers experiencing service concerns, installation issues, or expressing intent to cancel.&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"tab-stops:list .5in\"><span style=\"font-family:Aptos,sans-serif\">Use active listening and discovery to understand customer pain points and offer personalized solutions or retention incentives that rebuild trust and loyalty.&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"tab-stops:list .5in\"><span style=\"font-family:Aptos,sans-serif\">Collaborate cross-functionally with Sales, Field Operations, and Billing teams to resolve escalations swiftly and accurately.&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"tab-stops:list .5in\"><span style=\"font-family:Aptos,sans-serif\">Communicate with empathy, professionalism, and confidence, ensuring customers feel heard and valued.&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"tab-stops:list .5in\"><span style=\"font-family:Aptos,sans-serif\">Present tailored retention offers and troubleshoots technical or process issues that could impact customer satisfaction.&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"tab-stops:list .5in\"><span style=\"font-family:Aptos,sans-serif\">Accurately document all customer interactions, follow-ups, and resolutions in internal systems.&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"tab-stops:list .5in\"><span style=\"font-family:Aptos,sans-serif\">Track and manage follow-up commitments within established SLAs to ensure issues are closed with care and urgency.&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"tab-stops:list .5in\"><span style=\"font-family:Aptos,sans-serif\">Maintain a comprehensive understanding of Ripple Fiber&rsquo;s products, coverage, and customer journey to provide expert guidance.&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"tab-stops:list .5in\"><span style=\"font-family:Aptos,sans-serif\">Consistently meet or exceed individual and team performance goals for retention, customer satisfaction, and resolution efficiency.</span></span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-left:48px\">&nbsp;</p>\r\n\r\n<p><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"font-family:Aptos,sans-serif\"><b>Qualifications &amp; Requirements:</b></span></span></span></p>\r\n\r\n<p><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"font-family:Aptos,sans-serif\">&nbsp;</span></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"tab-stops:list .5in\"><span style=\"font-family:Aptos,sans-serif\">High school diploma or equivalent required.&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"tab-stops:list .5in\"><span style=\"font-family:Aptos,sans-serif\">Minimum of 2 years of retention experience.&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"tab-stops:list .5in\"><span style=\"font-family:Aptos,sans-serif\">Strong problem-solving and negotiation skills with a customer-first mindset.&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"tab-stops:list .5in\"><span style=\"font-family:Aptos,sans-serif\">Strong verbal communication, negotiation, and problem-solving skills.&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"tab-stops:list .5in\"><span style=\"font-family:Aptos,sans-serif\">Demonstrated ability to manage competing priorities and stay composed under pressure.&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"tab-stops:list .5in\"><span style=\"font-family:Aptos,sans-serif\">Empathetic, customer-first mindset with a passion for resolving issues effectively.&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"tab-stops:list .5in\"><span style=\"font-family:Aptos,sans-serif\">Proficiency in CRM tools and documentation practices.&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"tab-stops:list .5in\"><span style=\"font-family:Aptos,sans-serif\">&nbsp;Bilingual fluency is a plus.&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-left:48px\">&nbsp;</p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:11pt\"><span style=\"line-height:107%\"><span style=\"font-family:Aptos,sans-serif\"><b>What We Offer&nbsp;</b></span></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"tab-stops:list .5in\"><span style=\"font-family:Aptos,sans-serif\">Competitive base pay with performance-based incentives.&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"tab-stops:list .5in\"><span style=\"font-family:Aptos,sans-serif\">Comprehensive benefits package, including medical, dental, vision, and 401(k).&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"tab-stops:list .5in\"><span style=\"font-family:Aptos,sans-serif\">Opportunities for advancement within a rapidly expanding organization.&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"tab-stops:list .5in\"><span style=\"font-family:Aptos,sans-serif\">Ongoing professional development and training programs.&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"tab-stops:list .5in\"><span style=\"font-family:Aptos,sans-serif\">A collaborative, inclusive culture that values innovation and integrity.&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<p><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"font-family:Aptos,sans-serif\"><img alt=\"Shape\" src=\"data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAAEAAAABCAYAAAAfFcSJAAAAAXNSR0IArs4c6QAAAARnQU1BAACxjwv8YQUAAAAJcEhZcwAADsMAAA7DAcdvqGQAAAANSURBVBhXY2BgYGAAAAAFAAGKM+MAAAAAAElFTkSuQmCC\" style=\"width:1px; height:1px\" /></span></span></span></p>\r\n\r\n<p><span style=\"font-size:11pt\"><span style=\"line-height:normal\"><span style=\"font-family:Aptos,sans-serif\"><b>Ready to Make Every Customer Count?&nbsp;</b></span></span></span></p>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:11pt\"><span style=\"line-height:107%\"><span style=\"font-family:Aptos,sans-serif\">If you&rsquo;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&rsquo;s mission of delivering world-class internet with a personal touch.&nbsp;</span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px\">&nbsp;</p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:11pt\"><span style=\"line-height:107%\"><span style=\"font-family:Aptos,sans-serif\"><i>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.</i></span></span></span></p>\r\n",
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    "googleJobJson": "{\"@context\":\"https://schema.org/\",\"@type\":\"JobPosting\",\"title\":\"Customer Retention Specialist (604)\",\"identifier\":\"J1939312471\",\"url\":\"https://www.paycomonline.net/v4/ats/web.php/portal/6B550BB8ACE01E86F3318AC2BA9C3371/jobs/12471\",\"image\":\"https://www.paycomonline.net/v4/ats/web.php/application/style/logo?clientkey=6B550BB8ACE01E86F3318AC2BA9C3371\",\"datePosted\":\"2026-02-06\",\"description\":\"Job DetailsJob Location: South Park Home Office - Charlotte, NC 28210Customer Retention Specialist | Ripple Fiber\\r\\n\\r\\nJoin Our Team as a Customer Retention Specialist!&nbsp;\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nDo 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&rsquo;ll be the voice of reassurance and problem-solving for customers &mdash; restoring confidence, preventing cancellations, and ensuring every experience with Ripple Fiber leaves a lasting positive impression.&nbsp;\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nIf you thrive in fast-paced environments, excel at building trust, and enjoy transforming tough conversations into wins, we want to meet you!&nbsp;\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nAbout Ripple Fiber\\r\\n\\r\\nOur mission is to provide access to the best internet for life, while bridging the digital divide, using advanced technology aimed at improving people&rsquo;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.\\r\\n\\r\\n&nbsp;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.\\r\\n\\r\\nOur aim is to provide this internet access to over 3 million homes over the next 7 years, across various states.\\r\\n\\r\\n&nbsp;About our Culture\\r\\n\\r\\nWe are a dynamic fast-growing, fast-paced, innovative company filled with ambitious, self-starters with entrepreneurial mindsets. 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You&rsquo;ll serve as both advocate and problem-solver, ensuring every customer interaction reinforces Ripple Fiber&rsquo;s promise of reliability, empathy, and excellence.&nbsp;&nbsp;\\r\\n\\r\\nResponsibilities:\\r\\n\\r\\n\\r\\n\\tHandle inbound and outbound calls with customers experiencing service concerns, installation issues, or expressing intent to cancel.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tUse active listening and discovery to understand customer pain points and offer personalized solutions or retention incentives that rebuild trust and loyalty.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tCollaborate cross-functionally with Sales, Field Operations, and Billing teams to resolve escalations swiftly and accurately.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tCommunicate with empathy, professionalism, and confidence, ensuring customers feel heard and valued.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tPresent tailored retention offers and troubleshoots technical or process issues that could impact customer satisfaction.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tAccurately document all customer interactions, follow-ups, and resolutions in internal systems.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tTrack and manage follow-up commitments within established SLAs to ensure issues are closed with care and urgency.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tMaintain a comprehensive understanding of Ripple Fiber&rsquo;s products, coverage, and customer journey to provide expert guidance.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tConsistently meet or exceed individual and team performance goals for retention, customer satisfaction, and resolution efficiency.\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nQualifications &amp; Requirements:\\r\\n\\r\\n&nbsp;\\r\\n\\r\\n\\r\\n\\tHigh school diploma or equivalent required.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tMinimum of 2 years of retention experience.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tStrong problem-solving and negotiation skills with a customer-first mindset.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tStrong verbal communication, negotiation, and problem-solving skills.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tDemonstrated ability to manage competing priorities and stay composed under pressure.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tEmpathetic, customer-first mindset with a passion for resolving issues effectively.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tProficiency in CRM tools and documentation practices.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\t&nbsp;Bilingual fluency is a plus.&nbsp;\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nWhat We Offer&nbsp;\\r\\n\\r\\n\\r\\n\\tCompetitive base pay with performance-based incentives.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tComprehensive benefits package, including medical, dental, vision, and 401(k).&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tOpportunities for advancement within a rapidly expanding organization.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tOngoing professional development and training programs.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tA collaborative, inclusive culture that values innovation and integrity.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\r\\nReady to Make Every Customer Count?&nbsp;\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nIf you&rsquo;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&rsquo;s mission of delivering world-class internet with a personal touch.&nbsp;\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nRipple 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.\\r\\nQualifications\",\"responsibilities\":\"Customer Retention Specialist | Ripple Fiber\\r\\n\\r\\nJoin Our Team as a Customer Retention Specialist!&nbsp;\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nDo 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&rsquo;ll be the voice of reassurance and problem-solving for customers &mdash; restoring confidence, preventing cancellations, and ensuring every experience with Ripple Fiber leaves a lasting positive impression.&nbsp;\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nIf you thrive in fast-paced environments, excel at building trust, and enjoy transforming tough conversations into wins, we want to meet you!&nbsp;\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nAbout Ripple Fiber\\r\\n\\r\\nOur mission is to provide access to the best internet for life, while bridging the digital divide, using advanced technology aimed at improving people&rsquo;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.\\r\\n\\r\\n&nbsp;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.\\r\\n\\r\\nOur aim is to provide this internet access to over 3 million homes over the next 7 years, across various states.\\r\\n\\r\\n&nbsp;About our Culture\\r\\n\\r\\nWe 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.\\r\\n\\r\\nAbout the Role\\r\\n\\r\\nAs a Customer Retention Specialist, you&rsquo;ll play a pivotal role in preserving customer relationships and driving long-term satisfaction. You&rsquo;ll serve as both advocate and problem-solver, ensuring every customer interaction reinforces Ripple Fiber&rsquo;s promise of reliability, empathy, and excellence.&nbsp;&nbsp;\\r\\n\\r\\nResponsibilities:\\r\\n\\r\\n\\r\\n\\tHandle inbound and outbound calls with customers experiencing service concerns, installation issues, or expressing intent to cancel.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tUse active listening and discovery to understand customer pain points and offer personalized solutions or retention incentives that rebuild trust and loyalty.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tCollaborate cross-functionally with Sales, Field Operations, and Billing teams to resolve escalations swiftly and accurately.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tCommunicate with empathy, professionalism, and confidence, ensuring customers feel heard and valued.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tPresent tailored retention offers and troubleshoots technical or process issues that could impact customer satisfaction.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tAccurately document all customer interactions, follow-ups, and resolutions in internal systems.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tTrack and manage follow-up commitments within established SLAs to ensure issues are closed with care and urgency.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tMaintain a comprehensive understanding of Ripple Fiber&rsquo;s products, coverage, and customer journey to provide expert guidance.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tConsistently meet or exceed individual and team performance goals for retention, customer satisfaction, and resolution efficiency.\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nQualifications &amp; Requirements:\\r\\n\\r\\n&nbsp;\\r\\n\\r\\n\\r\\n\\tHigh school diploma or equivalent required.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tMinimum of 2 years of retention experience.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tStrong problem-solving and negotiation skills with a customer-first mindset.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tStrong verbal communication, negotiation, and problem-solving skills.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tDemonstrated ability to manage competing priorities and stay composed under pressure.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tEmpathetic, customer-first mindset with a passion for resolving issues effectively.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tProficiency in CRM tools and documentation practices.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\t&nbsp;Bilingual fluency is a plus.&nbsp;\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nWhat We Offer&nbsp;\\r\\n\\r\\n\\r\\n\\tCompetitive base pay with performance-based incentives.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tComprehensive benefits package, including medical, dental, vision, and 401(k).&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tOpportunities for advancement within a rapidly expanding organization.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tOngoing professional development and training programs.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tA collaborative, inclusive culture that values innovation and integrity.&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\r\\nReady to Make Every Customer Count?&nbsp;\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nIf you&rsquo;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&rsquo;s mission of delivering world-class internet with a personal touch.&nbsp;\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nRipple 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.\\r\\n\",\"employmentType\":\"OTHER\",\"hiringOrganization\":{\"@type\":\"Organization\",\"name\":\"Ripple Fiber\",\"logo\":\"https://www.paycomonline.net/v4/ats/web.php/application/style/logo?clientkey=6B550BB8ACE01E86F3318AC2BA9C3371\"},\"jobLocation\":{\"@type\":\"Place\",\"address\":{\"streetAddress\":\"6000 Fairview Road, Suite 300\",\"addressLocality\":\"Charlotte\",\"addressRegion\":\"NC\",\"postalCode\":28210,\"addressCountry\":\"USA\"}},\"validThrough\":\"-0001-11-30\"}",
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