{"id":1827438,"url":"https://alion.io/job/foundever-retention-customer-service-associate","title":"Retention Customer Service Associate","company":{"id":6940,"name":"Foundever","domain":"foundever.com","url":"https://alion.io/company/foundever","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Wise, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":17,"max":null,"currency":"USD","period":"hour","gross":null,"usd_annual":34000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-15T07:00:00Z","employer_posted_date":"2026-09-15","last_verified_at":"2026-10-20T19:42:01Z","board_verified":true,"closed_at":null,"days_open":35,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":35},"description":"Retention Associate\nFoundever 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 helping prevent customer cancellations, resolving concerns, reinforcing product value, and offering the best-fit solutions to keep customers engaged.\nJoin our dynamic team at Foundever, where every interaction is an opportunity to make a difference!\nLocation Requirements\nMust live within the commuting range and be able to work on site at 10431 Pinnacle Drive, Wise, VA. 24293\nBenefits\nPay: $17.50/hour\nWeekends Off!\n100% paid training\nDedicated time for skill development \nBenefits including medical, dental, life, and vision insurance\nEmployee Assistance Program (EAP)\n401k retirement plan with company match\nEmployee discounts\nReferral bonuses\nInternal Mobility (84% of our managers are promoted within)\nQualifications\nStrong empathy and desire to resolve concerns\nCritical thinking skills to customize options based on customer needs\nExceptional communication skills, specifically in de-escalation and rapport\nMust be 18+ years of age\nHigh school diploma (or GED equivalent)\nMust pass a criminal background\nKey Responsibilities\nAuthentication and policy adherence: Verify identity, authenticate account holders/authorized users, and capture required consents; protect CPNI/PII at all times.\nSave assessment: Explore needs, service experience, price sensitivities, and product fit; identify eligible offers per the current catalog and approval matrix.\nOffer presentation: Clearly disclose pricing, term/renewal conditions (if any), taxes/fees, equipment, installation/return requirements, and any impacts on other services; avoid misrepresentation.\nOrder and account actions: Execute plan changes, credits/adjustments within authority thresholds, equipment swaps, and scheduling; provide confirmations and customer recaps.\nTechnical/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.\nCancellation processing: Honor explicit cancellation requests; provide required disclosures (equipment return, final billing, number porting/E911 for Voice) and document reason codes.\nWin-back handling: Where applicable, handle inbound contacts from recently disconnected customers and re-establish service using approved win-back offers.\nEscalation and anomalies: Escalate fraud/safety concerns, atypical account situations, or system defects promptly through defined channels.\nQuality and compliance: Participate in call recording/monitoring; maintain minimum QA scores; remediate deficiencies based on coaching and audits.\nAbout Foundever®\nFoundever® 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.\nMilitary Partners\nWe 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.\nEEO\nFoundever 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.","description_format":"text","description_chars":4331,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Retirement plans","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Professional Services","Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-04T11:45:01Z"}],"visa":[],"liveness":{"score":11,"band":"cold","label":"Long shot","p_open":1,"p_active":0.315,"p_room":0.35,"age_days":34,"expected_fill_days":14,"reasons":["conf:4","velocity","win:tail","comp:brand"],"computed_at":"2026-10-20T05:45:00Z"},"pay":{"stated_usd_annual":34000,"is_top_pay":false},"html_url":"https://alion.io/job/foundever-retention-customer-service-associate","json_url":"https://alion.io/job/foundever-retention-customer-service-associate.json","meta":{"generated_at":"2026-10-20T19:44:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22806,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6940},"rest":"https://alion.io/mcp/rest/get_company?id=6940"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffoundever-retention-customer-service-associate"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffoundever-retention-customer-service-associate"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffoundever-retention-customer-service-associate"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/foundever-retention-customer-service-associate\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffoundever-retention-customer-service-associate"}]}