Overview
Retention Customer Service Associate (Wise, Virginia, US)
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Retention Associate</H2></div><div><p> </p><p><span style="font-size:16.0px;font-family:arial, helvetica, sans-serif">Foundever is hiring Retention Customer Service Associates in Wise, VA! </span><span style="font-size:16.0px;font-family:arial, helvetica, sans-serif">We invest in our people by providing paid training along with growth and development opportunities. For example, 84% of our managers are internal promotions. Become a valued member of our dynamic team, where you will have the opportunity to deliver exceptional, personalized support by helping prevent customer cancellations, resolving concerns, reinforcing product value, and offering the best-fit solutions to keep customers engaged.</span></p><p> </p><p><span style="font-size:16.0px;font-family:arial, helvetica, sans-serif">Join our dynamic team at Foundever, where every interaction is an opportunity to make a difference!</span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Location Requirements</H2></div><div><p> </p><p><span style="font-size:16.0px;font-family:arial, helvetica, sans-serif">Must live within the commuting range and be able to work on site at 10431 Pinnacle Drive, Wise, VA. 24293</span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Benefits</H2></div><div><p style="font-family:arial, helvetica, sans-serif"> </p><ul><li style="font-family:arial, helvetica, sans-serif"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Pay: $17.50/hour</span></li><li style="font-family:arial, helvetica, sans-serif"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif"><span><strong>$500 sign-on bonus</strong> after 90 days of employment <em>(conditions apply)</em></span> </span></li><li style="font-family:arial, helvetica, sans-serif"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Weekends Off!</span></li><li style="font-family:arial, helvetica, sans-serif"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">100% paid training</span></li><li style="font-family:arial, helvetica, sans-serif"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Dedicated time for skill development </span></li><li style="font-family:arial, helvetica, sans-serif"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Benefits including medical, dental, life, and vision insurance</span></li><li style="font-family:arial, helvetica, sans-serif"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Employee Assistance Program (EAP)</span></li><li style="font-family:arial, helvetica, sans-serif"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">401k retirement plan with company match</span></li><li style="font-family:arial, helvetica, sans-serif"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Employee discounts</span></li><li style="font-family:arial, helvetica, sans-serif"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Referral bonuses</span></li><li style="font-family:arial, helvetica, sans-serif"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Internal Mobility (84% of our managers are promoted within)</span></li></ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Qualifications</H2></div><div><p style="font-family:arial, helvetica, sans-serif"> </p><ul type="disc"><li style="font-family:arial, helvetica, sans-serif"><span style="font-size:16.0px;font-family:arial, helvetica, sans-serif">Strong empathy and desire to resolve concerns</span></li><li style="font-family:arial, helvetica, sans-serif"><span style="font-size:16.0px;font-family:arial, helvetica, sans-serif">Critical thinking skills to customize options based on customer needs</span></li><li style="font-family:arial, helvetica, sans-serif"><span style="font-size:16.0px;font-family:arial, helvetica, sans-serif">Exceptional communication skills, specifically in de-escalation and rapport</span></li><li style="font-family:arial, helvetica, sans-serif"><span style="font-size:16.0px;font-family:arial, helvetica, sans-serif">Must be 18+ years of age</span></li><li style="font-family:arial, helvetica, sans-serif"><span style="font-size:16.0px;font-family:arial, helvetica, sans-serif">High school diploma (or GED equivalent)</span></li><li style="font-family:arial, helvetica, sans-serif"><span style="font-size:16.0px;font-family:arial, helvetica, sans-serif">Must pass a criminal background</span></li></ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Key Responsibilities </H2></div><div><p style="font-family:arial, helvetica, sans-serif"> </p><ul type="disc"><li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Authentication and policy adherence: Verify identity, authenticate account holders/authorized users, and capture required consents; protect CPNI/PII at all times.</span></li><li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Save assessment: Explore needs, service experience, price sensitivities, and product fit; identify eligible offers per the current catalog and approval matrix.</span></li><li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Offer presentation: Clearly disclose pricing, term/renewal conditions (if any), taxes/fees, equipment, installation/return requirements, and any impacts on other services; avoid misrepresentation.</span></li><li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Order and account actions: Execute plan changes, credits/adjustments within authority thresholds, equipment swaps, and scheduling; provide confirmations and customer recaps.</span></li><li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Technical/billing triage: Perform light troubleshooting and billing review sufficient to remove friction; transfer complex technical or billing issues to designated support queues per routing rules.</span></li><li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Cancellation processing: Honor explicit cancellation requests; provide required disclosures (equipment return, final billing, number porting/E911 for Voice) and document reason codes.</span></li><li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Win-back handling: Where applicable, handle inbound contacts from recently disconnected customers and re-establish service using approved win-back offers.</span></li><li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Escalation and anomalies: Escalate fraud/safety concerns, atypical account situations, or system defects promptly through defined channels.</span></li><li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Quality and compliance: Participate in call recording/monitoring; maintain minimum QA scores; remediate deficiencies based on coaching and audits.</span></li></ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">About Foundever®</H2></div><div><p> </p><p><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Foundever® is a global leader in the customer experience (CX) industry. With 150,000 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. </span></p><p> </p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Military Partners </H2></div><div><p> </p><p><span style="font-size:16.0px;font-family:arial, helvetica, sans-serif">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. </span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">EEO</H2></div><div><p style="margin-bottom:11.0px"> </p><p style="margin-bottom:11.0px"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">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.</span></p></div></div></div>
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
