Customer Service & Sales Representatives

Unify CX is looking for an extraordinary Retention Specialist to join our motivated and ambitious

team.

What Will You Do?

We are looking for a proactive and results-oriented Retention Specialists to join our team. In this

critical role, you will focus on retaining and strengthening relationships with our valued customers by

addressing their concerns, identifying solutions, and promoting service loyalty. By understanding

customer needs and delivering personalized solutions, you will play a vital role in reducing churn and

fostering long-term customer satisfaction.

Engage with customers who are at risk of discontinuing services to understand their concerns

and present solutions that encourage continued use of our broadband and video offerings

Effectively handle escalated issues, offering prompt and satisfactory resolutions to build

customer trust and loyalty

Promote additional products, services, or upgrades that align with the customer’s needs and

enhance their overall experience

Monitor retention trends, analyze customer feedback, and provide insights to improve retention

strategies

Develop meaningful connections with customers through active listening, empathy, and

personalized communication

Meet or exceed retention targets, customer satisfaction scores, and quality assurance standards

Collaborate with internal teams to refine processes and enhance customer experiences.

Be skilled in multi-tasking while effectively navigating across multiple technology platforms and

systems

Maintain customer records by updating account information

Who You Are

To be considered, candidates are expected to have the following:

Required Qualifications

Excellent English skills - proper written and oral grammar

High school diploma or equivalent.

Minimum 2 years of experience in retention or account management roles.

Strong interpersonal and communication skills, with the ability to de-escalate and resolve

conflicts.

A customer-first mindset with a focus on building long-term relationships.

Proficiency in CRM tools and basic computer applications (e.g., Microsoft Office).

Demonstrated ability to meet retention or performance goals in a metrics-driven environment.

Problem-solving skills and the ability to adapt to customer needs in real-time.

Ability to thrive and remain positive in a constantly changing environment

Preferred Qualifications

Associate’s or Bachelor’s degree in business, communications, or a related field.

At least 1 year of experience in the broadband, telecommunications, or video services industry.

Knowledge of customer retention strategies and techniques.

Familiarity with data analysis tools or reporting software.

7/14/25, 9:46 PM

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Familiarity with inbound sales techniques and objection-handling strategies

Who We Are

unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the

U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide

personalized contact centers, business processing, and technology outsourcing solutions to clients

worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with

staff members all over the world dedicated to supporting our international clientele.

At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive

operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner,

enabling businesses across industries to meet the evolving demands of a global market with agility

and precision.

unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.