Retention Specialist-Cedar Rapids

At Infinity, we take pride in our commitment to Energy, Excellence, and Execution by providing Life-Changing Experiences for our employees. Through our Perform Culture, we foster an environment where individuals are empowered to achieve their best, collaborate with purpose, and drive meaningful impact.

As a recipient of several prestigious workforce awards from the Detroit Free Press, Des Moines Register, and Corridor Business Journal, including the Top Workplaces Award and Coolest Places to Work, we encourage you to join Infinity's exceptional workforce and be part of our award-winning culture.

We offer a casual dress code, a fun break room, and engaging activities and events that strengthen team connections and give back to our local communities. At Infinity, we don't just build careers-we create opportunities to grow, thrive, and perform at the highest level.

Role Overview

The Retention Specialist represents our client, a leader in private and secure telephone communications and satellite connectivity services. In this role, you will leverage your strong product knowledge to retain current customers. We are building a high-performing team that delivers exceptional service, product education, and account support.

Responsibilities:

• Position our client's products as the correct solution for our customers' needs.

• Contact and communicate with consumers across a wide variety of verticals to understand their needs and challenges.

• Compare and contrast the consumers' current products and technologies with our client's offerings, highlighting the benefits and promotions available.

• Skillfully address and overcome customer objections, painting a compelling picture of how our client's products can benefit their needs.

• Manage and retain an assigned portfolio of business accounts through proactive engagement and service excellence.

• Deliver multi-tiered support, answering product, service, and basic technical questions related to secure telecommunications and satellite internet solutions.

• Identify and act on opportunities to upsell or expand product adoption based on client needs.

• Handle inbound calls and outreach to existing business customers with professionalism and urgency.

• Provide troubleshooting support and account resolutions, partnering with technical teams when necessary.

• Ensure accurate documentation of all client interactions using internal systems.

• Follow call flows, service level expectations, and compliance protocols.

• Contribute feedback to continuously improve processes, tools, and customer satisfaction.

• Help shape the program by offering insights and helping refine procedures as the team scales.

Ideal Candidate & Qualifications:

• BPO/Contact Center/Call center/Sales Agency experience preferred.

• Retention/Win back/Account Management experience preferred.

• Business to Business (B2B) sales experience preferred.

• Telecom or tech-related customer service experience preferred.

• Ability to maintain broad knowledge of client products and services.

• Internet and software navigational skills, including CRM software.

• Ability to think on the fly and transition to overcome customer objections.

• Ability to retain or upsell customers.

• Passion for delivering exceptional customer experiences by executing with energy and excellence.

• Ability to analyze, interpret and address client needs.

• Ability to adapt and work in a fast-paced team environment.

• 1+ year of experience in a customer service, retention, or account management role (call center/BPO or B2B preferred).

• Comfortable with handling a blended workload of retention, service, and light technical support.

• Proven ability to retain and build value with existing customers.

• Strong communication skills, both verbal and written, with a customer-first mindset.

• Ability to manage multiple systems and navigate digital tools during live interactions.

• Self-motivated, organized, and capable of working in a fast-evolving environment.

• Comfortable working with ambiguity and contributing to new process creation.

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer.

Ability to lift up to 10 pounds, if necessary.

Compensation details: 18-18 Hourly Wage

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