This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bilingual Customer Service Loyalty Specialist based in the United States.
In this role, you will serve as a key point of contact for clients who are considering discontinuing their services, playing a critical role in retention and customer satisfaction. You will handle inbound and transferred calls, often supporting clients who are frustrated, uncertain, or exploring cancellation options. Through strong communication, empathy, and a consultative approach, you will help clients understand the value of their program and guide them toward continued engagement. The role combines customer service, relationship management, and sales-oriented problem solving in a fast-paced call center environment. You will also support account maintenance activities, ensuring accurate records, payments, and updates are properly managed. This position is ideal for a persuasive communicator who thrives on turning challenging conversations into positive outcomes and long-term customer relationships.
Accountabilities
- Manage inbound and escalated calls from clients considering cancellation, using active listening and empathy to understand concerns and identify retention opportunities.
- Clearly explain program benefits and value, effectively repositioning services to encourage continued participation and customer loyalty.
- Resolve customer issues promptly by providing tailored solutions, addressing concerns, and ensuring a positive service experience.
- Build trust and rapport with clients through professional, respectful, and solution-oriented communication.
- Identify customer needs through targeted questioning and research to provide accurate guidance and recommendations.
- Maintain detailed and accurate records of all client interactions, updates, and outcomes within CRM systems.
- Support account administration tasks, including updates to client information, billing adjustments, and payment processing.
- Follow established communication guidelines, compliance standards, and call handling procedures to ensure consistency and quality.
- Work toward individual and team performance goals, including call handling metrics and client retention targets.
Requirements
- Minimum of 2+ years of experience in customer service and sales, preferably in a call center or retention-focused environment.
- Fluency in both English and Spanish is required.
- Strong communication skills, both verbal and written, with the ability to adapt messaging to different customer situations.
- High level of active listening, empathy, and ability to manage difficult or emotionally charged conversations.
- Proficiency with computer systems and tools such as Google Suite and CRM platforms.
- Strong problem-solving, organizational, and multitasking abilities in a fast-paced environment.
- Ability to work independently while maintaining performance targets and service quality standards.
- Strong attention to detail, especially in documentation and account management tasks.
- Flexibility to work varied schedules, including overtime and weekend shifts as needed.
- High school diploma or equivalent required.
Benefits
- Competitive hourly compensation of $23/hour.
- Comprehensive medical, dental, and vision insurance coverage.
- Paid time off, including holidays and floating holidays.
- Company-paid life and AD&D insurance.
- 401(k) retirement plan with company match.
- Flexible spending accounts (FSA) and/or HSA options.
- Employee assistance program (EAP) and wellness support resources.
- Ongoing training and professional development opportunities.
- Clear pathways for career advancement within a growing organization.
- Referral program and performance-based growth opportunities.
- Flexible work arrangement (remote within the United States).
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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