What are the responsibilities and job description for the Customer Retention Representative position at Gateway Fiber?
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 does not 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.
Qualifications:
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.