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Customer Retention Representative Jobs (NOW HIRING)

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Retention Representative

New York, NY · On-site

In addition to strong customer service skills, the Retention Representative should be competent in data analysis to assess any possible disenrollment threats. Responsibilities Develop and implement ...

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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 Jun 8, 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 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 are the key skills and qualifications needed to thrive as a Customer Retention Representative, and why are they important?

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 Customer Retention Representatives?

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.
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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 May 2026, with employment types broken down into 70% Full Time, 28% Part Time, and 2% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $64,752 per year, or $31.1 per hour.
Customer Retention Rep - CCI

Customer Retention Rep - CCI

Cox Communications

Sun City, AZ

$17.71 - $33.65/hr

Full-time

Medical, Retirement, PTO

Posted 11 days ago

Cox Communications rating

8.5

Company rating: 8.5 out of 10

Based on 119 frontline employees who took The Breakroom Quiz

6th of 76 rated telecommunications companies

Job description

Our customers are the lifeblood of our business. In this role, you are the last line of defense, and the reason our customers stay with us. Through building meaningful relationships through each customer interaction, you'll be able to retain, upgrade, and/or add new services. If you are looking for a challenging yet rewarding career where you'll use your persuasive skillset to help our customers rediscover the value of their Cox services, this role will do exactly that. Cox Communications, part of the Cox family of businesses, may be the place for you, and we're hiring a Customer Retention Representative.
The Customer Retention and Sales Representative is a full-time position currently working in the office. Call center hours of operation are 5am - 9pm, Mon - Fri and 6am - 7pm, Sat and Sun; shift schedule will be determined at time of hire and subject to change.
Compensation includes a full-time hourly base rate of at least $17.71 per hour plus monthly targeted commissions of $1,382 with 2 times earning potential on commission. Employees also receive a ramp period of up to 2 months to adjust to commission earnings. As part of a customer loyalty-driven team, there is a variable targeted total compensation of $53,430 ($25.69 per hour), while high earners (the top 5%) reach an average annual compensation of just over $70,000 ($33.65 per hour). Targeted total compensation may vary based on factors including, but not limited to location, candidate experience level, and successful completion of minimum sales targets.
You must live within the area of Phoenix, AZ.
What You'll Do
  • You'll take calls from customers who are considering downgrading or disconnecting, listening to their concerns and steering them toward solutions so that we can turn the corner on their experience with us.
  • You'll have transparent conversations to help customers understand the value of existing Cox products and services while uncovering the need to add additional products and services.
  • Along the way, you'll also reaffirm the needs of each customer's household and influence or solidify the why Cox products and services satisfy their needs.
  • You'll upsell, cross-sell, and work to retain every customer with whom you interact.
  • You'll negotiate pricing and identify new opportunities while actively engaging in conversation about our competitors and the value Cox provides (following company guidelines, of course)
  • You'll use our customer database to tailor solutions and help customers understand their billing.

What's In It For You?
How do we retain our Retention Reps? Well, when it comes to our employees, we understand that keeping you onboard begins with keeping you happy. Here are just a few ways we do our best to keep you here:
  • First, there's Cox's highly competitive pay and other compensation perks (401k + company match, comprehensive medical benefits, etc.). We also offer free Internet, and discounts on other Cox services valued at up to $300 per month. We offer tuition reimbursement for academic pursuits, adoption assistance, paid time off to volunteer, childcare and eldercare resources, pet insurance and much more.
  • Good work should be rewarded, and not just with a healthy paycheck. The Cox culture is one that values people more than technology, so it's our goal to make sure you feel recognized for your contributions. It's also important to work alongside colleagues who "get you". At Cox, you'll find a workplace where relationships are crafted with care and successes are celebrated with high fives. We strive to create an environment where you can do you, and everyone from leadership to new hires can support and feel supported.
  • Growth is a good thing, and you'll have opportunities to learn and train so you can sharpen your skills and explore opportunities within the Cox family of businesses that will continue to challenge and empower you. In the future, you may have the opportunity to cultivate customer relationships in other sectors where we operate like cleantech, health care and new forms of transportation mobility.

Who You Are
You're a persistent and resilient individual, who understands that change is a part of every salesperson's life, and you not only adapt, but look forward to change. You're driven and influential, utilizing those skills of persuasion to negotiate with customers and help them find products and services that fit their needs while maintaining revenue. You understand that value is the most important part of any sales offer, and you're not afraid to talk about price or the competition, because you know your offer has value. You're a self-starter, who has a familiarity with technology. Your sales approach is consultative because you understand that the customer doesn't always know what's available to them, so digging deep and understanding their needs is more valuable than just taking their order.
Qualifications:
Minimum
  • High school diploma, GED, or relevant work experience
  • Effective communication skills
  • Excellent computer skills
  • Demonstrated ability to multi-task
  • Excellent interpersonal skills to work effectively with teams
  • Excellent ability to persuade others through indirect influence
  • Ability to seek out opportunities and take initiative with little or no direction
  • Demonstrated capacity to thrive in a high-change, often ambiguous business environment
  • Ability to establish customer relationships in a fast-paced environment

Preferred
  • Experience in the telecommunications industry
  • 1+ years in a sales quota or retention environment
  • 2+ years' experience in related field (i.e. Retail, Training, Indirect Sales, etc.)

Join the Cox family of businesses and make your mark today!
USD 17.71 per hour
Compensation:
Hourly pay rate is $17.71. In addition to the hourly rate identified herein, this role is also eligible for an annual incentive/commission target of $16,584.00.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets

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About Cox Communications

Sourced by ZipRecruiter

Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today! Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark?

Industry

Media and telecom

Company size

10,000+ Employees

Headquarters location

Atlanta, GA, US

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