Remote
Job Description:
Retention Associate
Foundever is hiring Retention Customer Service Associates in Wise, VA! We invest in our people by providing paid training along with growth and development opportunities. For example, 84% of our managers are internal promotions. Become a valued member of our dynamic team, where you will have the opportunity to deliver exceptional, personalized support by assisting customers with a range of accounting and tax platforms and applications.
Join our dynamic team at Foundever, where every interaction is an opportunity to make a difference!
Location Requirements
Must live within the commuting range
Qualifications
- Strong empathy and desire to resolve concerns
- Critical thinking skills to customize options based on customer needs
- Exceptional communication skills, specifically in de-escalation and rapport
- Must be 18+ years of age
- High school diploma (or GED equivalent)
- Must pass a criminal background
Key Responsibilities
- Authentication and policy adherence: Verify identity, authenticate account holders/authorized users, and capture required consents; protect CPNI/PII at all times.
- Save assessment: Explore needs, service experience, price sensitivities, and product fit; identify eligible offers per the current catalog and approval matrix.
- Offer presentation: Clearly disclose pricing, term/renewal conditions (if any), taxes/fees, equipment, installation/return requirements, and any impacts on other services; avoid misrepresentation.
- Order and account actions: Execute plan changes, credits/adjustments within authority thresholds, equipment swaps, and scheduling; provide confirmations and customer recaps.
- Technical/billing triage: Perform light troubleshooting and billing review sufficient to remove friction; transfer complex technical or billing issues to designated support queues per routing rules.
- Cancellation processing: Honor explicit cancellation requests; provide required disclosures (equipment return, final billing, number porting/E911 for Voice) and document reason codes.
- Win-back handling: Where applicable, handle inbound contacts from recently disconnected customers and re-establish service using approved win-back offers.
- Escalation and anomalies: Escalate fraud/safety concerns, atypical account situations, or system defects promptly through defined channels.
- Quality and compliance: Participate in call recording/monitoring; maintain minimum QA scores; remediate deficiencies based on coaching and audits.
Benefits
- Pay: $17.50/hour
- 100% paid training
- Dedicated time for skill development
- Benefits including medical, dental, life, and vision insurance
- Employee Assistance Program (EAP)
- 401k retirement plan with company match
- Employee discounts
- Referral bonuses
- Internal Mobility (84% of our managers are promoted within)
About Foundever®
Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
