Our Commitment to You

At Consumer Cellular, recruiting is human. Every application is reviewed by a real member of our Talent Acquisition team because we believe the people behind the résumé matter just as much as what's on it.

All official communication from Consumer Cellular will come from a @consumercellular.com email address or through our verified texting platform, which will only be used to schedule interviews. We will never ask for personal and financial information during the recruiting process. If you receive outreach that doesn't match these criteria, please do not engage and feel free to verify directly at talentacquisition@consumercellular.com.

While this role is remote, you will still need to reside within 50 miles of one of our call centers.

Job Summary
At Consumer Cellular, we believe every conversation is an opportunity to strengthen a relationship.

As a Customer Loyalty Specialist , you'll serve as a trusted advisor to customers who are considering leaving Consumer Cellular. Through meaningful conversations, active listening, empathy, and expert problem-solving, you'll uncover what's most important to each customer and deliver personalized solutions that create long-term loyalty

This role blends relationship building, customer advocacy, and consultative sales. You'll balance the needs of our customers with the needs of our business by delivering solutions that make sound business sense while creating experiences that delight customers for life.

Successful Customer Loyalty Specialists don't simply save accounts; they build trust, create lifelong advocates, and leave every customer feeling heard, valued, and appreciated.

Key Responsibilities

Build Meaningful Customer Relationships

• Build genuine rapport with customers by creating positive, engaging conversations rooted in empathy and trust.
• Practice active listening to understand each customer's unique needs, concerns, and goals.

Deliver Customer-Focused Solutions

• Serve as a retention expert by identifying the root cause behind a customer's desire to cancel service.
• Recommend personalized solutions that balance customer needs with sound business decisions by educating customers on products, services, and solutions that best fit their needs.
• Confidently overcome objections by demonstrating the value of remaining a Consumer Cellular customer.

Drive Customer Loyalty

• Consistently achieve retention and sales performance goals by demonstrating ownership of every interaction.
• Increase customer lifetime value through exceptional service and thoughtful recommendations.
• Resolve customer concerns the first time (First Call Resolution), minimizing repeat contacts and escalations.

Deliver Operational Excellence

• Maintain expert knowledge of Consumer Cellular products, services, systems, promotions, and wireless industry trends.
• Meet established performance expectations, including:
  • Save Ratio
  • Average Call Waiting (ACW)
  • First Call Resolution (FCR) %
  • Customer Satisfaction (CSAT)
  • Quality Assurance (QA)
  • Schedule Adherence and Attendance
• Accurately document customer interactions.
• Protect customer information by complying with CPNI, PCI, and company privacy standards.

What is in it for YOU –

• Flexibility in Schedule – We offer full-time, part-time, and split-shift options.
• Competitive Wage and Savings – ($19/hour) with an opportunity to earn shift differentials for evening and weekend hours worked. You will also be able to save on gas and lunches out!
• Career Growth – You are in charge of your career at Consumer Cellular and have the freedom to grow. Yes, you read that correctly – you have the freedom to self-promote through meeting and maintaining your metrics.
• Paid Training – Full-time training that is 100% paid!
• Dynamite Benefits – Benefits to cover all your needs and at affordable rates (how does $25/paycheck sound?)

Skills and Talents You Bring:

• Minimum of one (1) year of experience in customer retention, sales, or consultative customer service with demonstrated success meeting or exceeding performance goals.
• Proficiency with Microsoft Office and the ability to quickly learn new technologies.
• Naturally connects with people and quickly builds trust using empathy, patience, and authenticity. Demonstrates passion about helping people find the right solution.
• Strong communication skills that include active listening and strong verbal and written communication. You should also be able to ask thoughtful questions that uncover customers' needs. You are skilled at explaining solutions clearly and confidently.
• Thinks critically, identifies the true reason behind customer concerns, and finds creative solutions that benefit both the customer and the business.
• Demonstrated ability to influence customer decisions through education, trust, and value, not pressure.

• You thrive in a fast-paced environment and are comfortable using multiple computer systems simultaneously.

About Consumer Cellular
Founded in 1995, Consumer Cellular is the first wireless provider unapologetically built for Americans 50+. An approved wireless partner of AARP, Consumer Cellular is trusted by more than 4 million subscribers for affordable plans, popular phones and devices, and great nationwide coverage, all backed by top-rated, 100% U.S. based customer support. Based in Scottsdale, AZ, with 3,000 employees in company locations throughout the U.S., Consumer Cellular has earned recognition as the most awarded wireless brand for customer service. The company has been honored as #1 in customer service in its industry numerous times and, in 2024, ranked #1 in network coverage and customer satisfaction among wireless carriers by American Customer Satisfaction Index (ACSI). Additionally, the company has been featured 12 times on the Inc. 5000 list of the fastest-growing privately held U.S. companies. Consumer Cellular phones, devices and plans are available nationwide through our company-owned neighborhood stores, online at ConsumerCellular.com, by telephone at (888) 345-5509, and at leading retailers including Walmart. Connect with Consumer Cellular on Facebook, Instagram, and Youtube. for tutorials, features, applications, and company news.

Pay & Benefits Data (in accordance with the Equal Pay and Opportunities Act)

• Minimum Salary: $36,750
• Maximum Salary: $46,200

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience, and other relevant factors. Our Talent Acquisition team are able to answer any additional questions you may have as you move through the selection process. As part of our Total Rewards package, Consumer Cellular, Inc. offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, and emotional wellbeing.

• Competitive base pay with potential for shift differential, overtime, and bonus pay
• Medical insurance (98% company-paid for full-time employee only coverage)
• Dental and Vision insurance (100% company-paid for full-time employee only coverage)
• 401(k) company match of 100% up to 6% of your pay
• Discounted Consumer Cellular wireless phone plan for employees
• Paid Time Off (PTO) available following a 30-day waiting period*
• 6 company-paid holidays plus 16 hours of floating holiday accrual per year
• Flexible Spending Accounts (FSA) for health care and dependent care expenses
• Life and AD&D insurance equal to 1x your annual earnings (100% company-paid)
• Long-Term Disability insurance (100% company-paid)
• Employee Assistance Program (100% company-paid)
• Education reimbursement
• Employee rewards program

• Accrue up to 40 hours in 1st year for hourly positions and up to 120 hours for salaried positions.