Customer Retention Representative, Outreach

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 proactive churn reduction and customer experience recovery. This position serves as the owner of customer feedback follow-up and plays a critical role in executing retention strategies across proactive outreach and customer-initiated cancellation requests.

This role does not include people leadership responsibilities or a revenue quota.

Role Allocation:

• 70% – Proactive Churn Outreach
• 20% – NPS / CSAT Follow-Up
• 10% – Inbound Retention (Cancellation request saves)

Expected Outcomes and Requirements:

As a Customer Retention Representative, you will:

Proactive Churn Outreach (=70%)

• Proactively contact with customers identified as high risk for churn.
• Investigate, identify, and resolve customer issues prior to cancellation.
• Apply approved, documented retention strategies during outreach efforts.
• Clearly document customer interactions, outcomes, and key insights in designated systems.
• Identify, track, and escalate recurring churn drivers and customer friction points to leadership.

NPS / CSAT Follow-Up (=20%)

• Review NPS and CSAT feedback daily to identify detractors and unresolved responses.
• Conduct timely follow-up outreach to customers to address concerns and recover sentiment.
• Resolve customer issues to prevent further dissatisfaction or churn.
• Track, summarize, and surface recurring feedback themes and insights to leadership.

Retention Execution / Inbound Saves (=10%)

• Execute approved retention strategies in response to customer-initiated cancellation requests.
• Manage cancellation saves across ticket-based channels including email, chat, and messaging platforms.
• Follow established save and objection-handling frameworks.
• Identify objection trends and escalate process gaps or systemic issues.

The successful candidate will bring the following to the table:

• High-risk customers are proactively contacted and supported before cancellation.
• NPS and CSAT follow-ups are completed within defined service-level timelines.
• Retention strategies are applied consistently and effectively.
• Leadership has clear visibility into top churn drivers, objection trends, and customer experience issues.
• Customer concerns are resolved with empathy, ownership, and professionalism.

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.

Qualifications

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 multiple workflows and prioritize outreach effectively. 
• Experience documenting customer interactions and insights accurately. 

• Adherence to established processes while identifying improvement opportunities.