One of the best companies I ever worked for. One of the worst jobs I ever had.
Pros: fun work environment, exceptional benefits.
Cons: unrealistic and rigid job expectations which shifted dramatically from month to month.
Sort of a schizophrenic job role. As the job title implies, the task was to retain customers who were calling in to complain about service, or completely disconnect.
In this line of work, a sincere apology can go a long way. So can acknowledgement of the customer's value to the company.
What was REALLY expected was to go through a very rigidly formulated if not scripted approach to explore the customer's needs, and then take a customer who is calling to complain that their bill has gone up, for example by 15% after the expiration of some promotional price, and to convince them to go with a plan that would be at least $10 per month MORE than the 15% increase.
If you weren't able to do this, you fell below some point threshold on a scorecard. If you fell below this threshold for enough cycles, then you would be written up for poor performance.
There was plenty of money to be made if you are the kind of a person who can engage the customer in a sort of passive aggressive adversarial way and still manage to sleep at night. I was not such a person, and am no longer there.