Surf Internet · 23 hours ago
Residential Inside Retention Representative
United States
Full-time
Remote
Entry Level
1+ years expSurf Internet is focused on customer retention and achieving growth goals. The Residential Retention Representative is responsible for handling inbound calls from customers considering canceling or downgrading their internet service, resolving issues, and presenting tailored solutions to retain customers.
InternetTechnical SupportTelecommunications
Responsibilities
Handle inbound calls, and emails from customers, requesting to disconnect, downgrade, or express dissatisfaction with their internet, phone or Wi-Fi services
Develop a rapport with existing customers, demonstrating a friendly and helpful manner to put them at ease
Actively listen to understand the customer’s concerns and identify the root cause of their intent to cancel
Use effective questioning and objection-handling techniques to uncover needs and present appropriate retention offers
Educate customers on products, services, promotions, and account details in a clear and confident manner
Negotiate and apply approved retention offers within company guidelines
Resolve billing, service, and account-related concerns when possible, or coordinate warm transfers to the appropriate department
Maintain accurate and detailed account notes in customer relationship management software and billing systems
Meet or exceed performance metrics, including save rate, revenue retention, quality scores, and attendance
Foster a positive and pleasant working relationship with members of the customer service, sales & support teams
Adhere to all company policies, compliance standards, and call-handling procedures
Participate in coaching, training, and team meetings to continuously improve performance
Qualification
Required
High school diploma or equivalent required
Strong verbal communication and active listening skills
Ability to remain calm, empathetic, and professional in high-emotion situations
Persuasive with the ability to influence and negotiate effectively
Comfortable working independently and making minor decisions without direct supervision
Good sense of organization and keen attention to detail
Comfortable working in a fast-paced, metric-driven environment
Ability to cooperate with and support members of other departments that also work with customers
Willingness to interact daily with customers from a wide range of cultures and backgrounds
Proficient in basic Microsoft, computer applications, and CRM systems
Reliable attendance and the ability to meet schedule adherence
Availability to work Saturdays periodically
Preferred
1+ years of telephone customer service, retention, sales, or call center experience preferred
Company
Surf Internet
Surf Internet provides fiber and wireless internet services to customers.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$794.6MKey Investors
Macquarie CapitalDigitalBridgeIndiana Connectivity Program
2025-02-21Private Equity· $175M
2025-02-21Debt Financing· $300M
2024-07-22Grant· $2.6M
Leadership Team
Patrick Wheeland
Chief Technology Officer
Kevin Bush
Chief Revenue Officer (CRO)
Recent News
Business Wire
2025-12-17
2025-10-31
Government Technology US
2025-08-22
Company data provided by crunchbase