Customer Retention Representative

Customer Retention Representative role at Cox Communications

Our customers are the lifeblood of our business. In this role, you are the last line of defense and the reason our customers stay with us. Through building meaningful relationships at each interaction, you'll be able to retain, upgrade and/or add new services. If you are looking for a challenging yet rewarding career where you use your persuasive skill set to help our customers rediscover the value of their Cox services, this role will do exactly that.

The Customer Retention and Sales Representative is a full‑time position located in the office. It is a highly consultative sales opportunity. Call center hours are 7 AM–10 PM, Mon‑Fri and 8 AM–8 PM, Sat; a shift bid process is applied prior to completing training.

Hourly base rate of at least $16.83 per hour plus a monthly targeted commission of $1,382, with a three‑time earning potential on commission. During the two‑month ramp period, employee commission earnings may increase. Targeted total compensation is $51,600 ($24.81 per hour); top earners average just over $67,187.50 ($32.30 per hour). This figure may vary by location, experience level and sales target achievement.

Employees live within the Oklahoma City, OK area. The role is eligible for 401(k) with company match, comprehensive medical benefits, free Internet, discounts up to $300 per month on Cox services, tuition reimbursement, paid time off for volunteer work, childcare and eldercare resources, pet insurance, and more.
Applicants must currently be authorized to work in the United States without sponsorship requirements.

• You’ll take calls from customers considering downgrading or disconnecting, listening to their concerns and steering them toward solutions to improve their experience.
• You’ll have transparent conversations to help customers understand the value of our products and uncover needs for additional services.
• You’ll reaffirm each household’s needs and influence or solidify why Cox products and services meet those needs.
• You’ll upsell, cross‑sell, and work to retain every customer you interact with.
• You’ll negotiate pricing and identify new opportunities while discussing competitors and the value Cox provides, following company guidelines.
• You’ll use our customer database to tailor solutions and help customers understand their billing.

We keep you on board by keeping you happy: competitive pay, extensive benefits, a supportive culture, and opportunities for growth across our business sectors—cleantech, healthcare, transportation mobility, and more.

You are persistent, resilient, and thrive in a sales environment that requires adaptability. You drive influence, are comfortable with price discussions, and employ a consultative approach to uncover customer needs. You’re a self‑starter with strong technology familiarity.

• High school diploma, GED, or relevant work experience
• Effective communication skills
• Excellent computer skills
• Demonstrated ability to multi‑task
• Excellent interpersonal skills to work effectively with teams
• Excellent ability to persuade others through indirect influence
• Ability to seek out opportunities and take initiative with little or no direction
• Demonstrated capacity to thrive in a high‑change, often ambiguous business environment
• Ability to establish customer relationships in a fast‑paced environment

• Experience in the telecommunications industry
• 1+ year in a sales quota or retention environment
• 2+ years in a related field (e.g., retail, training, indirect sales)

Entry level

Full‑time

Other

Telecommunications

Employees receive at least sixteen hours of paid time off each month and seven paid holidays. Additional paid time off includes bereavement leave, voting leave, jury duty leave, volunteer time off, military leave, and parental leave.

Hourly rate: $16.83. Eligible for an annual incentive/commission target of $16,584.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or any other protected characteristic.