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Customer Retention Representative Jobs (NOW HIRING)

CoinFlip

Customer Retention Representative

Laredo, TX · On-site

CoinFlip.tech. We're seeking a sales and customer service agent who will follow up with customers who were unable to complete transactions at an ATM in our Australian network. The role focuses on ...

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Customer Retention Representative information

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$25.5K

$64.8K

$75K

How much do customer retention representative jobs pay per year?

As of Sep 10, 2026, the average yearly pay for customer retention representative in the United States is $64,752.00, according to ZipRecruiter salary data. Most workers in this role earn between $70,000.00 and $73,500.00 per year, depending on experience, location, and employer.

What is a customer retention representative?

Customer Retention Representatives are professionals who focus on maintaining a company’s existing customer base by addressing concerns, resolving issues, and offering solutions to prevent customers from leaving. They often communicate with customers who may be dissatisfied or considering discontinuing services and work to understand and resolve their concerns. Their goal is to improve customer satisfaction and loyalty, which can lead to long-term business success. These representatives use strong communication and problem-solving skills to build positive relationships and retain customers.

What are the key skills and qualifications needed to thrive as a customer retention representative?

To thrive as a Customer Retention Representative, you need strong communication, problem-solving, and negotiation skills, often supported by a background in customer service or sales. Familiarity with CRM software, call center systems, and data analysis tools is typically required. Patience, active listening, and a customer-centric attitude help you build rapport and resolve issues effectively. These skills and qualities are crucial for retaining clients, minimizing churn, and fostering long-term business relationships.

What are some common challenges faced by customer retention representatives, and how can they be overcome?

Customer Retention Representatives often encounter challenges such as handling dissatisfied or frustrated clients, meeting retention targets, and quickly resolving complex issues. Success in this role requires strong communication skills, patience, and the ability to empathize with customers while finding effective solutions. Regular training, active listening, and close collaboration with sales and support teams help representatives address customer concerns efficiently and build lasting relationships.

What is the difference between Customer Retention Representative vs Customer Service Representative?

AspectCustomer Retention RepresentativeCustomer Service Representative
Primary FocusRetaining existing customers and reducing churnHandling general customer inquiries and support
Skills NeededCommunication, problem-solving, relationship managementCommunication, patience, product knowledge
Work EnvironmentSales-driven, account managementSupport centers, call centers
Common CertificationsCustomer service, CRM toolsCustomer service, communication skills

While both roles involve customer interaction, a Customer Retention Representative focuses on maintaining relationships and reducing customer churn, often with a sales-oriented approach. In contrast, a Customer Service Representative primarily addresses general inquiries and provides support. Understanding these differences helps in choosing the right career path or job search focus.

What cities are hiring for Customer Retention Representative jobs?

Cities with the most Customer Retention Representative job openings:

Who are the top companies hiring for Customer Retention Representative jobs?

The top employers for Customer Retention Representative jobs are:

What states have the most Customer Retention Representative jobs?

States with the most job openings for Customer Retention Representative jobs include:

What are popular job titles related to Customer Retention Representative jobs?

For Customer Retention Representative jobs, the most frequently searched job titles are:

Customer Retention Representative jobs near you
Infographic showing various Customer Retention Representative job openings in the United States as of August 2026, with employment types broken down into 80% Full Time, 18% Part Time, and 2% Contract. Highlights an 86% Physical, 1% Hybrid, and 13% Remote job distribution, with an average salary of $64,752 per year, or $31.1 per hour.

Customer Retention Representative

O Fallon, MO

Gateway Fiber
Telecommunications • 11 - 50 employees
Learn more about Gateway Fiberexternal

Full-time

Medical, Dental, Vision, PTO

Posted 6 days ago

Gateway Fiber rating

8.3

Company rating: 8.3 out of 10

Based on 7 frontline employees who took The Breakroom Quiz

Job description

About Gateway:

Gateway Fiber is seeking an outstanding individual to fill the role of Customer Retention Representative. Gateway is creating a leading, national fiber-to-the-home platform. With the support of its financial sponsor CBRE Investment Management, Gateway plans to reach 500,000 homes and businesses with its service over the next several years. Gateway provides faster, more reliable internet with a simple pricing model and industry-leading customer service.

Gateway's Beliefs About People:

Gateway believes that people want to know they are cared for both professionally and personally at work. We all share a clear vision of where the company is going, and how our contributions positively affect our culture and operational performance. At Gateway, we look out for each other and actively find ways to help one another, as we all have a role in defining the path forward towards the company's vision. We strive for a transparent environment where information is readily shared, and our teams feel safe to share feedback, even if it might seem unpopular. Gateway's beliefs about people shape the company and the way we do business.

Role Summary

The Customer Retention Representative is a frontline, non-leadership role focused primarily on handling inbound customer calls related to cancellation requests, service concerns, and account dissatisfaction. The role is responsible for understanding customer concerns, resolving issues when possible, and applying approved retention strategies to retain customers. The position also supports proactive churn outreach and customer feedback follow-up as call volume allows.

This role doesnot include people leadership responsibilities or a revenue quota.

Role Allocation:

  • 80% - Inbound Retention Calls
  • 20% - Proactive Churn Outreach

Expected Outcomes and Requirements:

As a Customer Retention Representative, you will:

Inbound Retention Calls (80%)

  • Field inbound calls from customers considering cancellation or expressing dissatisfaction.
  • Listen to customer concerns, identify the underlying issue, and work toward an appropriate resolution.
  • Apply approved retention offers, save strategies, and objection-handling frameworks.
  • Clearly explain available options and set accurate expectations with customers.
  • Document customer interactions, outcomes, objections, and save results in designated systems.
  • Meet or exceed target save rates and revenue retention metrics.

Proactive Churn Outreach (20%)

  • Contact customers identified as being at high risk for churn.
  • Investigate and resolve customer issues before they result in cancellation.
  • Apply approved retention strategies during outbound outreach.
  • Identify and escalate recurring churn drivers and customer friction points to leadership.

The successful candidate will bring the following to the table:

  • Inbound retention calls are handled professionally, efficiently, and with a focus on resolving customer concerns.
  • Approved retention strategies are applied consistently and effectively.
  • Customer interactions, objections, and outcomes are documented accurately.
  • Leadership has clear visibility into churn drivers, objection trends, and customer experience issues.
  • Customer concerns are resolved with empathy, ownership, and professionalism.

Preferred Qualifications

  • 2+ years of experience within Gateway Fiber Customer Service.
  • Proven ability to handle customer objections and sensitive conversations.
  • Strong written and verbal communication skills.
  • Ability to manage a high volume of inbound calls while balancing follow up and outbound work.
  • Experience documenting customer interactions and insights accurately.
  • Adherence to established processes while identifying improvement opportunities.

What's in it for you?

  • Competitive compensation and comprehensive benefits, including medical, dental, vision, paid time off, and a flexible work environment.
  • Be part of a locally owned, innovative company with strong growth projections and a people first culture.
  • Collaborate with a dynamic, results driven team that values accountability, teamwork, and impact.
  • Receive comprehensive onboarding, training, and ongoing development to support your long term career growth.
  • Gain opportunities to build new skills and contribute to critical projects across multiple areas of the business.

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