Business Retention Representative (RBAR)

Accountabilities: Customer Retention: Engage with existing customers who are considering cancelling their services, identify the reasons behind their decisions, and develop appropriate strategies to retain their business. Customer Needs Assessment: Conduct effective conversations to understand customer concerns, service expectations, and individual circumstances, ensuring that recommendations address their specific needs. Issue Resolution: Investigate customer complaints, service-related challenges, and billing concerns, coordinating with the relevant teams when necessary to achieve timely and satisfactory resolutions. Retention Solutions: Present suitable service options, plan adjustments, promotions, or alternative solutions, where available and authorized, to encourage customers to maintain their subscriptions. Objection Handling: Address customer concerns professionally and confidently, using active listening, empathy, negotiation, and persuasive communication to overcome objections. Customer Relationship Management: Build positive, lasting relationships by demonstrating professionalism, patience, and a genuine commitment to customer satisfaction. Sales and Retention Performance: Work toward established retention targets, customer satisfaction objectives, and other performance indicators while balancing customer needs with business goals. Documentation and Reporting: Maintain accurate records of customer interactions, cancellation reasons, retention offers, and resolution outcomes in the appropriate systems. Cross-Functional Collaboration: Work with internal departments to resolve complex cases, escalate issues when appropriate, and improve the overall customer experience. Continuous Improvement: Identify recurring customer concerns, share feedback with relevant teams, and contribute to initiatives that improve retention strategies, service quality, and customer loyalty. Policy and Procedure Compliance: Follow established retention guidelines, customer service standards, and applicable data privacy and security requirements. Requirements: Previous experience in customer service, customer retention, contact centers, account management, sales, or a related customer-facing role. Strong verbal and written communication skills, with the ability to explain solutions clearly and adapt communication to different customer needs. Excellent active listening, empathy, negotiation, and objection-handling skills. Demonstrated ability to resolve customer concerns, manage difficult conversations, and remain professional in challenging situations. A customer-oriented mindset combined with a results-driven approach and the ability to work toward measurable performance targets. Strong problem-solving and decision-making skills, including the ability to assess customer needs and recommend appropriate solutions. Good organizational skills and attention to detail, particularly when documenting interactions and managing multiple customer cases. Ability to use customer relationship management systems, contact center software, and other digital tools to record interactions and manage customer information. Ability to work collaboratively with colleagues and other departments while also managing responsibilities independently. Flexibility to adapt to changing priorities, customer demands, and business procedures in a fast-paced environment. Commitment to maintaining customer confidentiality and following company policies and relevant data protection standards. Preferred Qualifications: Experience in telecommunications, internet services, subscription-based businesses, or other recurring-revenue industries. Previous experience in cancellation prevention, customer win-back initiatives, or customer loyalty programs. Familiarity with retention metrics, customer satisfaction indicators, and performance-based service environments. Experience using CRM platforms, ticketing systems, and contact center technologies. Strong sales instincts and the ability to identify opportunities to retain customers while maintaining a positive customer experience. Experience working in structured, target-driven teams where service quality and productivity are measured. Benefits: Career development: Opportunity to develop customer retention, negotiation, conflict resolution, and relationship management skills. Professional growth: Potential to build experience in customer success, account management, sales, and customer experience operations. Customer impact: The opportunity to influence customer satisfaction, loyalty, and long-term business relationships. Performance-driven environment: Clear objectives and measurable outcomes that support professional development and accountability. Collaborative workplace: Opportunities to work with cross-functional teams to resolve customer issues and improve service delivery.