Inbound Retention Specialist – Negotiation & Sales

About the role

Fusion CX is seeking an Inbound Retention Specialist to engage customers of a leading US telecommunications provider who are considering cancelling, reducing, or changing their residential services. The role involves understanding customer concerns, presenting suitable options, and guiding them toward continued service.

Key responsibilities

• Contact customers who are contemplating service cancellations or modifications.
• Identify concerns related to pricing, service experience, or changing needs.
• Explain approved offers, promotions, and service options accurately.
• Utilize listening, negotiation, and objection‑handling skills to propose appropriate retention solutions.
• Record customer decisions and actions accurately.
• Achieve targets for retention, sales, service quality, and customer experience.

Required profile

• Strong background in sales, retention, or customer relationship management.
• Excellent communication, persuasion, and negotiation abilities.
• Confidence in handling objections and discussing pricing and promotional offers.
• Goal‑oriented mindset with sound judgment and customer empathy.

What we offer

• Competitive compensation package with additional allowances.
• Extra‑legal bonuses and uncapped performance and sales incentives.
• On‑site work environment at the Otrabanda office in a dynamic, collaborative setting.