Representative, Customer Retentions at Rise Broadband in Irving, TX

About the Role

Rise Internet is hiring Customer Retention Agents in the Dallas metro area. In this role, you'll be the last line of defense when customers call to cancel or downgrade their service — whether due to service issues, competitor offers, or billing concerns. Your responsibility is to listen, solve problems, and show our customers why staying with Rise is the right call.

You'll work closely with other departments to resolve account issues and use a mix of sales, negotiation, and problem-solving skills to protect revenue and keep customers happy.

This role offers hourly base pay plus commission on every account you save.

What You'll Do

• Uncover the real reason a customer wants to leave or downgrade, then resolve the issue and address their concerns
• Present the value of Rise Internet's products and services in a way that speaks to each customer's specific needs
• Use strong negotiation and closing skills to save accounts
• Explain pricing, features, and promotions clearly to help customers make informed decisions
• Hit or exceed retention targets along with productivity, quality, and customer experience goals
• Stay current on Rise's products, technology, and promotional offers
• Track and document outcomes for every save or reinstatement
• Share feedback with leadership and support teams to help improve the retention program

What You Bring

• Strong PC and keyboarding skills
• Prior call center experience (required)
• Background in sales and/or retention (required)
• Sharp attention to detail and accuracy
• Excellent communication skills — verbal, written, and listening
• Solid decision-making and problem-solving ability
• Experience handling escalated issues and turning frustrated customers into loyal ones
• Experience with Word, Excel, and Windows

Working Conditions

This role involves extended periods of sitting, with occasional standing, walking, and use of hands for typing and handling materials. Employees may occasionally lift up to 15 lbs. Vision requirements include close, distance, color, and peripheral vision, plus depth perception and focus adjustment. Work takes place in an open cubicle/shared workspace environment.

Learn more about Rise Internet at riseinternet.com/about