As a Customer Retention Representative, the full-time remote position will respond to escalated customer service issues and cancellation requests, aiming to resolve dissatisfaction and communicate the value of products and services. Key responsibilities Responds to escalated customer service issues and cancellation requests via phone or written correspondence Addresses customer cancellation requests and seeks to resolve dissatisfaction to retain customers Investigates and adapts solutions to meet customer needs while maintaining acceptable retention rates Required qualifications High school diploma or GED required 3+ years of customer service experience and/or training required Must have internet access with minimum 4.6Mbps upload/download speeds Knowledge of contractual terms and ability to apply policies and procedures Proficient in Microsoft Word, Excel, and Outlook