Retention Support Representative - Lubbock, TX

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Join the Future of Connectivity with Metronet and Vexus!

Are you ready to launch your career with one of the nation's fastest-growing fiber-optic powerhouses? Welcome to Metronet and Vexus, where we don't just build networks; we build communities.

Recently, Metronet acquired Vexus, and effective January 1^, 2025, all Metronet and Vexus associates will be combined into one organization: Metronet. The Vexus brand will remain during the transition.

Retention Support Representative

As a Retention Support Representative, your primarily responsibility will be to focus on customer retention of customers that are on the fringe of disconnecting service. This position will provide experience from a Technical Support side working closely with the Residential Customer Care's Retention team. This role is also expected to field escalation calls as a priority out of the retention queue, handling all retention calls that come in, while also managing daily responsibilities in a timely and effective manner.

ESSENTIAL JOB FUNCTIONS:

• Resolve Customer Retention calls in real time to de-escalate and retain customer with any available resources
• Work with Technology department to be a super user for RTS associates in Tech Support Desktop & Customer Service Desktop
• Collaborate with internal departments to incorporate opportunities to increase efficiencies within RTS
• Review prior "chronic" situations to assist in course correction for future customer inquiries to find resolutions more rapidly
• Data analysis on conflict resolution and call resolution to determine best case scenarios for RTS department representatives
• Collaborate with marketing to provide outage updates to customers that is customer centric and approachable
• Follow up with high-risk customers after resolving an issue to ensure continued satisfaction
• Participate in RTS continuous improvement practices and be an agent of change
• Assist Tech Support Representatives with Complex static/MDU calls during peak hours and call volumes
• Other job-related duties as requested

JOB QUALIFICATIONS AND REQUIREMENTS:

• High School Diploma or GED.
• 3 years' experience in fast-paces customer facing role with service specific troubleshooting preferred
• Effective written and verbal communication skills to guide and troubleshoot issues via the phone
• Must be legally authorized to work in the U.S.

ADDITIONAL JOB REQUIREMENTS:

• Demonstrate proficiency in all interactions that they are handled with quality and the customer experience in mind
• Demonstrated high level of professionalism via email, phone and in-person
• Proven ability to work under pressure and handle high stress environments
• Willingness to work as a team and independently.
• Available to work holidays and at least one day of the weekend.

Join us and find out what it means to love your career!

At Metronet, we are committed to delivering cutting-edge technology combined with exceptional customer care. Our 100% fiber-optic technology ensures that we provide our customers with some of the fastest internet speeds in the world. As industry leaders in fiber-to-the-premise TV, voice, and internet services, we're not just focused on expanding our networks-we're focused on enriching the lives of those we serve.

We value our associates because they are the cornerstone of our success. By joining the Metronet family, you're stepping into a rewarding career in technology with a company dedicated to your growth and success. We're in it to win it, and a key part of our strategy is to strengthen our business-to-business technology sales team with talented and hard-working individuals who aspire to be the next generation of technology leaders.

Recognized as one of the Best Places to Work, we offer a competitive total compensation package, including 80% of medical premiums paid by the company, company-paid disability and life insurance, and a 401(k)-company match with immediate vesting. Plus, enjoy discounted services within our coverage areas and thrive in a locally owned, friendly, and fun atmosphere.

Discover more with Metronet - a company where your success builds stronger communities, and your future is limitless.

Metronet is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran

Pay - $13.00/hr.

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