How to hire a retention representative

How to hire a retention representative, step by step

Here's a step-by-step retention representative hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a retention representative job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new retention representative
• Step 8: Go through the hiring process checklist

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1. Identify your hiring needs

   The retention representative hiring process starts by determining what type of worker you actually need. Certain roles might require a full-time employee, whereas part-time workers or contractors can do others.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   A retention representative's background is also an important factor in determining whether they'll be a good fit for the position. For example, retention representatives from different industries or fields will have radically different experiences and will bring different viewpoints to the role. You also need to consider the candidate's previous level of experience to make sure they'll be comfortable with the job's level of seniority.

   Here's a comparison of retention representative salaries for various roles:

   Type of Retention Representative	Description	Hourly rate
   Retention Representative	Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.	$19-30
   Outbound Sales Representative	An outbound sales representative focuses on securing sales by reaching out to clients through calls, correspondence, or face-to-face interactions. They primarily offer products and services, assisting customers every step of the way to ensure client satisfaction... Show more	$11-40
   Customer Support Representative	A customer support representative is responsible for answering calls and correspondence, providing customer assistance in various technical issues, concerns, or difficulties. There are also instances when they must make calls to follow-up on the issues, or even sell products and services... Show more	$13-22

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Product Knowledge
   • Customer Service
   • Outbound Calls
   • CSG
   • Customer Retention
   • Customer Accounts
   • Customer Satisfaction
   • IP
   • Billing Issues
   • REP
   • Broadband
   • Medicare
   • Customer Complaints
   • Credit Card

   Check all skills

   Responsibilities:

   • Prepare proposals and analysis for county Medicaid facilitators to educate regarding available manage care programs.
   • Demonstrate superb organizational and multitasking abilities
   • Demonstrate superb organizational and multitasking abilities

   More retention representative duties

3. Make a budget

   Including a salary range in your retention representative job description helps attract top candidates to the position. A retention representative salary can be affected by several factors, such as geography, experience, seniority, certifications, and the prestige of the hiring company.

   For example, the average salary for a retention representative in New Mexico may be lower than in California, and an entry-level retention representative usually earns less than a senior-level retention representative. Additionally, a retention representative with certifications may command a higher salary, and working for a well-known company or start-up may also impact an employee's pay.

   Average retention representative salary

   $50,753yearly

   $24.40 hourly rate

   ---

   Entry-level retention representative salary

   $40,000 yearly salary

   Updated December 5, 2025

   Average retention representative salary by state

   Rank	State	Avg. salary	Hourly rate
   1	California	$65,135	$31
   2	Utah	$58,773	$28
   3	Minnesota	$57,037	$27
   4	New Jersey	$55,050	$26
   5	Wisconsin	$54,750	$26
   6	Hawaii	$54,634	$26
   7	Michigan	$53,789	$26
   8	North Carolina	$53,636	$26
   9	Virginia	$53,146	$26
   10	Montana	$52,970	$25
   11	New Hampshire	$52,743	$25
   12	Texas	$52,131	$25
   13	Indiana	$51,171	$25
   14	Florida	$49,426	$24
   15	Ohio	$49,388	$24
   16	Kansas	$49,036	$24
   17	Missouri	$48,692	$23
   18	Illinois	$48,390	$23
   19	Nebraska	$48,174	$23
   20	Arizona	$46,794	$23

   Average retention representative salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	Forward	$53,660	$25.80	5
   2	Scripps Health	$53,643	$25.79	2
   3	1 800 Postcards, Inc.	$53,467	$25.71
   4	ZOOM+Care	$53,432	$25.69
   5	Randstad North America, Inc.	$53,198	$25.58	39
   6	Waste Management	$52,514	$25.25	2
   7	EVO Payments	$51,890	$24.95
   8	Time Warner Cable Enterprises LLC	$51,808	$24.91
   9	New York Life Insurance	$51,218	$24.62	20
   10	Spectrum	$48,670	$23.40
   11	Cable ONE	$46,803	$22.50	3
   12	ManpowerGroup	$45,780	$22.01	57
   13	MGM Resorts International	$43,832	$21.07	2
   14	Black Diamond	$40,278	$19.36	2
   15	Community Bank, N.A.	$39,053	$18.78
   16	Franklin Covey Co	$37,502	$18.03
   17	Concentrix	$37,167	$17.87	29
   18	Prudential Bank	$35,639	$17.13	1
   19	Vyve Broadband	$34,864	$16.76
   20	Centene	$32,931	$15.83	16

4. Writing a retention representative job description

   A job description for a retention representative role includes a summary of the job's main responsibilities, required skills, and preferred background experience. Including a salary range can also go a long way in attracting more candidates to apply, and showing the first name of the hiring manager can also make applicants more comfortable. As an example, here's a retention representative job description:

   Retention representative job description example

   The Retention Representative is responsible for customer retention. Responsibilities include fielding customers that call in to disconnect internet, voice, and cable TV services. Works under the direction of the Market Sales Manager to retain customers through promotions.
   Essential Job Functions
   
   * Makes outbound lead follow-up calls to existing customers by telephone and e-mail;
   * Ensures customer satisfaction and supports a positive impression of Ritter Communications;
   * Remains knowledgeable of products and services and remains aware of competitors' services, offers, and initiatives;
   * Demonstrates strong influencing skills;
   * Enters customer work orders at the end of transactions and sets expectations regarding the timeliness and completion of the work orders;
   * Focuses on goal achievement and results;
   * Travels to customer sites, project areas, business related events, and other Ritter Communications locations as required;
   * Perform all other related duties as assigned.
   
   Knowledge, Skills, and Abilities:
   
   * Knowledge of telecommunications industry;
   * Knowledge of telecom operations, technology, and equipment;
   * Knowledge of business sales principles and practices;
   * Knowledge of company products and services;
   * Skill in operating various office equipment such as personal computer, various software programs, and telephone systems;
   * Skill in oral and written communication;
   * Ability to communicate with customers, employees, and various business contacts in a professional and courteous manner;
   * Ability to demonstrate skills in leadership;
   * Ability to organize and prioritize multiple work assignments;
   * Ability to pay close attention to detail;
   * Ability to make sound decisions using information at hand;
   * Ability to travel for business requirements; must possess a valid Driver's License with a satisfactory driving record.
   
   Education and Experience:
   
   High school diploma or GED required; two to three years of experience in Inside Sales within the telecommunications or IT services industries is preferred but not required.
   
   Ritter Communications is an equal opportunity and affirmative action employer; all qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
   
   We strive to maintain a drug-free workplace.
   
   We offer competitive compensation and an outstanding benefits package including health, dental, vision, cancer, accident and life insurance, short-term and long-term disability, 401(k) with company match, flexible spending accounts, free gym membership, company discounts, tuition reimbursement, paid training, paid leave, and much more!

   Copy this example

   

5. Post your job

   To find retention representatives for your business, try out a few different recruiting strategies:

   • Consider internal talent. One of the most important talent pools for any company is its current employees.
   • Ask for referrals. Reach out to friends, family members, and your current work to ask if they know any retention representatives they would recommend.
   • Recruit at local colleges. Attend job fairs at local colleges to recruit entry-level retention representatives with the right educational background.
   • Social media platforms. LinkedIn, Facebook, and Twitter have more than 3.5 billion users, and they're a great place for company branding and reaching potential job candidates.

   Post your job online:

   • Post your retention representative job on Zippia to find and recruit retention representative candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   To successfully recruit retention representatives, your first interview needs to engage with candidates to learn about their interest in the role and experience in the field. You can go into more detail about the company, the role, and the responsibilities during follow-up interviews.

   It's also good to ask about candidates' unique skills and talents. You can move on to the technical interview if a candidate is good enough for the next step.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new retention representative

   Once you have selected a candidate for the retention representative position, it is time to create an offer letter. In addition to salary, the offer letter should include details about benefits and perks that are available to the employee. Ensuring your offer is competitive is vital, as qualified candidates may be considering other job opportunities. The candidate may wish to negotiate the terms of the offer, and it is important to be open to discussion and reach a mutually beneficial agreement. After the offer has been accepted, it is a good idea to formalize the agreement with a contract.

   It's equally important to follow up with applicants who don't get the job with an email letting them know that the position has been filled.

   To prepare for the new retention representative first day, you should share an onboarding schedule with them that covers their first period on the job. You should also quickly complete any necessary paperwork, such as employee action forms and onboarding documents like I-9, benefits enrollment, and federal and state tax forms. Finally, Human Resources must ensure a new employee file is created for internal record keeping.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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