Remote Collections & Retention Specialist

Hire Emerald; Bogotá; A distancia; COP 33.262.000 - 48.045.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

100% remote

Descripción de la vacante

Hire Emerald is seeking a Customer Care Associate to support collections, membership retention, and sales for a fitness & wellness platform. You will handle phone and live chat interactions, secure payment commitments, and identify upsell opportunities while maintaining strong customer relationships.

Ideal candidates have experience with outbound calls, CRM tools, and delivering professional, results-driven customer service in a remote setting.

Formación

• Previous phone-based experience in collections, retention, sales, or customer service.
• Confidence handling difficult customer conversations professionally.
• Strong verbal communication and active listening skills.
• Ability to remain persistent and professional when customers decline an offer or initially say no.
• Strong multitasking skills, particularly when balancing phone, chat, and account documentation.
• Comfortable following scripts, retention structures, and approved offers while maintaining a natural conversational style.
• Basic experience with CRM systems, ticketing platforms, or similar customer management tools.
• Ability to type and document information accurately while speaking with customers.
• Availability to work Monday-Friday, 9:00 AM-5:30 PM Eastern Time

Responsabilidades

• Make outbound calls to customers with past-due accounts.
• Professionally discuss outstanding balances and work to secure clear payment commitments.
• Navigate potentially difficult financial conversations with confidence and professionalism.
• Contact customers who have requested to cancel their membership.
• Understand the reasons behind cancellation requests and use approved retention offers and save strategies when appropriate.
• Communicate membership value naturally and persuasively while maintaining a positive customer experience.
• Monitor live chat and respond to customer questions in real time.
• Resolve customer issues and provide accurate information.
• Identify potential sales and upselling opportunities during customer conversations.
• Conduct proactive outbound calls to customers who have demonstrated interest but have not yet purchased.
• Transition naturally between customer service and sales conversations based on customer needs.
• Maintain accurate notes for every phone and chat interaction.
• Ensure customer records provide a clear history for future interactions.
• Work within CRM and/or ticketing systems to document customer activity.
• Manage phone conversations, live chat, and account documentation efficiently throughout the day.
• Type and update customer information accurately while communicating with customers.

Conocimientos

Phone-based experience

Collections

Retention

Sales

Customer service

CRM systems

Active listening

Multitasking

Herramientas

CRM systems

Descripción del empleo

Hire Emerald is seeking a Customer Care Associate to support collections, membership retention, and sales for a fitness & wellness platform. You will handle phone and live chat interactions, secure payment commitments, and identify upsell opportunities while maintaining strong customer relationships.

Ideal candidates have experience with outbound calls, CRM tools, and delivering professional, results-driven customer service in a remote setting.