Business Retention Specialist

WOW

Business Retention Specialist handling MACD requests and retaining customers for WOW!. Meet quotas while providing exceptional customer support in multiple US states.

Posted 7/9/2026full-timeAugusta • Alabama, Florida, Missouri, South Carolina • 🇺🇸 United StatesJunior💰 $21 per hourWebsite

About the role

Key responsibilities & impact

Process all MACD requests (upgrades, downgrades, disconnects, etc)
Use Retention and Saves skills to retain and win back Business Services customers who are downgrading or disconnecting services
Meet renewal quota and minimum customer support metrics while performing MACD functions
Field inbound calls from customers who want to disconnect services and review package for right size opportunities
Place outbound calls to customers who are up for contract renewal and attempt to retain their business
Assess churn risk for existing business subscribers and target for retention efforts
Evaluate and maintain open opportunities via software application/database to track potential customers within the WOW! service area
Work with existing business customers to analyze their business strategy and future growth plans/initiatives
Build relationships and negotiating contract terms and rates for existing customers
Accurately complete paperwork associated with each customer order and/or request
Maintain retention quotas and tracking daily activity

Requirements

What you’ll need

High School Diploma or GED required; college education in sales, marketing or business preferred
1-3 years successful sales experience
Experience in the telecommunications industry and prior B2B sales/service experience is strongly preferred
Ability to maintain a high level of confidentiality in dealing with customer information
Self-motivated and results-driven
Bi-lingual skills are beneficial
Ability to organize and maintain records of prospects and existing customers
Ability to follow a consultative sales approach, and understand/apply the entire sales process
Excellent communication and presentation skills
Ability to analyze and solve problems through customer interaction
Strong ability to navigate complex computer systems and effectively use software and e-mail applications

Benefits

Comp & perks

Medical, dental, and vision insurance
401k with a company match
Paid time off
Paid holidays
Tuition reimbursement
Significant discounts on broadband packages for employees residing in our service areas

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Sales Process UnderstandingCustomer Order ManagementChurn Risk AssessmentContract NegotiationRecord Keeping

Soft Skills

Self-MotivatedResults-DrivenProblem SolvingRelationship BuildingConfidentiality Maintenance

Certifications

High School DiplomaGED