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Customer Loyalty Advocate

Customer Loyalty Advocate

Req ID#:  389850

Remote, Any Location, US

Job Description: 

Customer Loyalty Advocate

Join our dynamic team at Foundever, where every interaction is an opportunity to make a difference. 

 

Foundever is looking for a Retention Specialist who enjoys helping people and solving problems. In this role, you’ll take inbound calls from residential customers about their video, phone, and high-speed internet services, and work to make their experience easier and more positive. You’ll listen to what’s driving their concerns, offer solutions that fit their needs, and share options that may help them stay with their service. If you enjoy helping customers, working toward goals, and growing your skills in a supportive environment, we’d love to hear from you. 

 

If you reside within 50 miles of one of our Foundever on site locations, you will be prioritized for consideration for that role.  

 

 

Why You Should Join Us

  • $14.00/hr starting wage + $0.50/hr increase after 1 year + performance-based incentives 
  • Work Monday–Friday with Weekends Off! 
  • 100% paid training 
  • Dedicated time for skill development 
  • Medical, dental, vision, and life insurance 
  • Employee Assistance Program (EAP) 
  • 401(k) retirement plan with company match 
  • Employee discounts 
  • Referral bonuses 
  • Career growth culture — 93% of managers are promoted from within 

What We Are Looking For

  • High School Diploma, GED, or higher education 
  • Must be 18yrs of age 
  • Must legally be able to work in the US 
  • Must pass a background check 
  • Customer-focused sales or retention experience with empathy and strong customer advocacy 
  • Strong communication skills with the ability to tailor your approach to different customers 
  • Resilient, calm, and professional in challenging conversations 
  • Coachable and adaptable to changing processes and policies 
  • Dependable with consistent attendance and engagement 
  • Goal-oriented with a drive to meet and exceed performance targets 
  • Tech-comfortable: able to learn new systems quickly, navigate multiple tools, and type accurately 

Key Skills

  • Retain customers by understanding concerns, identifying cancellation drivers, and presenting best-fit solutions 
  • Promote relevant products, services, and offers; explain features, benefits, and overall value 
  • Handle objections and de-escalate complaints while keeping the experience customer-centered 
  • Complete service requests accurately (orders, account updates, new service, and service moves/transfers) 
  • Provide basic troubleshooting support for common service/equipment issues 
  • Document customer interactions and outcomes clearly and consistently 
  • Escalate complex issues appropriately and follow required processes 
  • Meet quality, retention, and performance expectations while maintaining schedule adherence 

Home Setup Requirements

  • A hardwired connection with an internet Speed of 5.0 Mbps download speed and 5.0 Mbps upload speed 

  • A quiet, distraction-free space is essential 

About Foundever

 

Foundever® is a global leader in the customer experience (CX) industry. With 130,000 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.   

 

 

Military Friendly

We proudly support military families through partnerships with Military One Source and other veteran organizations. We value the unique skills and experiences that veterans bring to our workforce. 

 

EEO

 

Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.

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