Google Fiber
Customer Retention Specialist
Austin, Texas · Full-time
Sponsorship not specifiedDetected 6 days ago
CRMNegotiationCustomer SupportAccount RetentionCommunicationProblem SolvingFiber Optics
About the role
- And the job of creating better internet is never done - so we're growing!
- GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States.
- Our teams are expanding as we connect more cities and people to exceptional internet.
Responsibilities
- Collaborate effectively with cross-functional teams to advocate for proposed solutions and support changes designed to improve customer retention.
Requirements
- 3 years of experience in Internet Service Provider (ISP) operations.
- Experience in a contact center or customer service environment.
- Experience in customer retention, inbound sales, or complex objection handling.
- Experience using customer service software, including CRM systems like Salesforce.
- Ability to work non-standard working hours including nights, weekends, and holidays.
- 5 years of experience in ISP operations.
Compensation
- The US base salary range for this full-time position is between $23.08/hr - $25.38/hr + bonus + benefits.
Company info
- Manage inbound contacts from customers intending to cancel, working proactively to retain their business.
- De-escalate highly frustrated customers by leading with empathy, patience, and active listening to uncover the root cause of their dissatisfaction.
- Educate customers on optimal home network setups and Wi-Fi behaviour to prevent future frustration.
Visa & Work Authorization
- This role is not eligible for immigration sponsorship.
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This listing is sourced directly from Google Fiber's careers page and normalized into a canonical job model.