Remote Renewal & Retention Specialist (LATAM)

Community Sports Partners; Bogotá; Remote; COP 32,904,000 - 39,413,000; Full time

Job summary

Community Sports Partners is seeking a customer-focused specialist to help customers enjoy our sports programs and resolve issues. You will own service inquiries through resolution and help customers choose the next best step.

Responsibilities include handling inquiries via phone, email, and SMS, investigating complaints with operations, and following up with at-risk customers. Remote work across Latin America is supported, with Toronto/Eastern evening/weekend coverage as needed.

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.

Job description

Community Sports Partners is seeking a customer-focused specialist to help customers enjoy our sports programs and resolve issues. You will own service inquiries through resolution and help customers choose the next best step.

Responsibilities include handling inquiries via phone, email, and SMS, investigating complaints with operations, and following up with at-risk customers. Remote work across Latin America is supported, with Toronto/Eastern evening/weekend coverage as needed.