Remote Customer Retention & Renewal Specialist

Community Sports Partners; Santiago; Remote; CLP 9,812,000 - 11,753,000; Full time

Job summary

Community Sports Partners is seeking a customer-focused specialist to help customers enjoy our sports programs, resolve problems and stay engaged. You will own inquiries through resolution, understand why customers may leave, and guide them to the next step while maintaining CRM records.

The role is remote within Latin America, with US$1,000 per month base pay plus retention bonuses. Working hours include Toronto/Eastern evening and weekend coverage; exact shifts will be agreed at hiring.

Qualifications

• Customer-service experience, ideally with renewals, retention or complaint resolution.
• Excellent spoken and written English and confidence handling customer conversations by phone.
• Empathy, sound judgment and the ability to explain options clearly under pressure.
• Reliable organization, attention to detail and experience maintaining CRM or support-system records.
• Evidence of your own actions and results, distinguishing personal achievements from team performance.
• A reliable remote-working setup and availability for the agreed customer-service schedule.

Responsibilities

• Respond to customer enquiries by phone, email and SMS with clear, accurate information and timely follow-through.
• Investigate complaints, coordinate solutions with operations and keep the customer informed until the issue is resolved.
• Proactively follow up with customers at risk of leaving, understand the underlying concern and explain appropriate options within company policies.
• Handle renewal and re-enrolment conversations and approved campaigns to win back former customers.
• Maintain accurate CRM notes, follow-up commitments and reasons for cancellations or non-renewal.
• Escalate refund, credit or policy exceptions for approval and respect customer decisions.
• Report recurring service issues and opportunities to improve customer satisfaction and retention.

Skills

Customer service

Renewals

CRM systems

Communication (English)

Remote work

Tools

CRM software

Job description

Community Sports Partners is seeking a customer-focused specialist to help customers enjoy our sports programs, resolve problems and stay engaged. You will own inquiries through resolution, understand why customers may leave, and guide them to the next step while maintaining CRM records.

The role is remote within Latin America, with US$1,000 per month base pay plus retention bonuses. Working hours include Toronto/Eastern evening and weekend coverage; exact shifts will be agreed at hiring.