Retention Manager

Major Duties

Classification: Exempt / Non-Bargaining

Position may be located remote. #LI-Remote

Join a team that offers growth potential, competitive compensation, an excellent benefits package and the opportunity to make a significant impact on the lives of customers and communities. Consolidated Communications is a best-in-class, top 10 U.S. fiber provider that delivers reliable fiber communications solutions to consumers and businesses. We are committed to providing meaningful work in a positive environment while connecting people and enriching how they work and live. At Consolidated, our employees make the difference. We welcome and value individuals from different cultures, with diverse life and work experiences and educational backgrounds.

Manage and recruiting, training, and leading the retention teams within a call center environment to meet or exceed retention targets. Environment is comprised of in-house and contracted labor and is largely inbound but may include targeted outbound work as well. Ensure high customer satisfaction, employee engagement, and drive subscriber and revenue retention.

Responsibilities

Assists in design of overall team structure for retention

Assist in developing sales strategies to realize organization and business unit objectives

Identifies and recommends improvements in business processes yielding increased sales performance and/or operational efficiency

Supervise the activities of assigned personnel: Assign and check work, offer regular feedback, conduct formal performance reviews, and provide necessary training. Participate in hiring decisions

Develop and implement retention strategies to achieve company revenue and growth targets.

Collaborate with marketing and product teams.

Implement customer satisfaction and retention strategies to foster long-term customer relationships.

Address customer issues and ensure timely resolution.

Prepare and present retention reports highlighting trends, challenges and opportunities.

Mentors and develops team by ensuring delivery of ongoing training in retention skills, strategy, and product & market knowledge.

Track and forecast metrics including revenue, retention (disconnect avoidance), and call volume.

Address customer pain points while creating brand awareness and loyalty

Provides regular updates on issues, opportunities, key initiatives, major win/loss reviews, and competitor intelligence.

Supports preparation of annual budget for sales and retention team as well as ongoing monitoring of monthly P&L

All other duties as assigned

Qualifications

Minimum Qualifications:

Bachelor's Degree in business.

6 years of applicable leadership in a senior role, 3 years of supervisory/managerial skills

Excellent communications skills and interpersonal skills

Proven track record or meeting or exceeding sales targets

Fiber internet and telecom sales experience highly preferred.

Adaptability and ability to thrive in a fast-paced changing environment

Ability to travel up to 20% based on business need

Physical Requirements:

Physical demands are minimal and generally consistent with the performance of routine office duties. Majority of the day is spent sitting at a desk, working with computers, printers, files, and standard office equipment. Movement is required in the use of office equipment, supply locations, files, and other work locations and meeting rooms. Lifting, generally less than 20 pounds occasionally required for transporting boxes, materials and office supplies. Must be able to communicate effectively to perform job tasks.

Benefits Offered

We are proud to offer a comprehensive and competitive benefits package:

401(k) matching

Medical, Rx, Dental and Vision insurance

Disability insurance

Flexible spending account

Health savings account

Life insurance<