Retention Customer Service Associate (Wise, Virginia, US)

Retention Customer Service Associate (Wise, Virginia, US)

Retention Associate

Foundever is hiring Retention Customer Service Associates in Wise, VA! 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 assisting customers with a range of accounting and tax platforms and applications.

Join our dynamic team at Foundever, where every interaction is an opportunity to make a difference!

Location Requirements

Must live within the commuting range and be able to work on site at 10431 Pinnacle Drive, Wise, VA. 24293

Qualifications

• Strong empathy and desire to resolve concerns
• Critical thinking skills to customize options based on customer needs
• Exceptional communication skills, specifically in de-escalation and rapport
• Must be 18+ years of age
• High school diploma (or GED equivalent)
• Must pass a criminal background

Key Responsibilities

• Authentication and policy adherence: Verify identity, authenticate account holders/authorized users, and capture required consents; protect CPNI/PII at all times.
• Save assessment: Explore needs, service experience, price sensitivities, and product fit; identify eligible offers per the current catalog and approval matrix.
• Offer presentation: Clearly disclose pricing, term/renewal conditions (if any), taxes/fees, equipment, installation/return requirements, and any impacts on other services; avoid misrepresentation.
• Order and account actions: Execute plan changes, credits/adjustments within authority thresholds, equipment swaps, and scheduling; provide confirmations and customer recaps.
• 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.
• Cancellation processing: Honor explicit cancellation requests; provide required disclosures (equipment return, final billing, number porting/E911 for Voice) and document reason codes.
• Win-back handling: Where applicable, handle inbound contacts from recently disconnected customers and re-establish service using approved win-back offers.
• Escalation and anomalies: Escalate fraud/safety concerns, atypical account situations, or system defects promptly through defined channels.
• Quality and compliance: Participate in call recording/monitoring; maintain minimum QA scores; remediate deficiencies based on coaching and audits.

Benefits

• Pay: $17.50/hour + 10% increase between 11 PM - 3 AM
• 100% paid training
• Dedicated time for skill development
• Benefits including medical, dental, life, and vision insurance
• Employee Assistance Program (EAP)
• 401k retirement plan with company match
• Employee discounts
• Referral bonuses
• Internal Mobility (84% of our managers are promoted within)

About Foundever®

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.

Get to know us at and connect with us on Facebook, LinkedIn and Twitter.

Military Partners

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. 

EEO

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.