Customer Service Retention Representative

Ultimate Staffing Services; San Diego (CA); On-site; USD 30,000 - 32,000; Full time

Job summary

Ultimate Staffing Services in San Diego seeks a Call Center Retention Representative to keep customers loyal by resolving concerns and communicating value of our products and services. You will build rapport and drive satisfaction while handling high-volume calls.

The role requires strong communication, negotiation, and problem-solving skills, with experience in call centers or inside sales plus comfort with CRM software. Bilingual Spanish is a plus.

Qualifications

• Previous call center, retention, customer service, or inside sales experience preferred.
• Strong communication, negotiation, and conflict-resolution skills.
• Ability to handle high-volume calls in a fast-paced environment.
• Goal-oriented with a proven ability to meet performance metrics.
• Proficiency with CRM or call center software preferred.
• High school diploma or equivalent.

Responsibilities

• Handle inbound and outbound calls with the goal of retaining existing customers
• Identify customer concerns, provide effective solutions, and reduce cancellations
• Communicate product knowledge and service benefits clearly and persuasively
• Document all interactions and outcomes in the CRM system
• Meet retention, call quality, and productivity targets
• Provide exceptional customer service while maintaining a positive and professional demeanor
• Escalate complex issues as needed for additional support
• (If bilingual) Provide support to Spanish-speaking customers as needed

Skills

Communication

Negotiation

Conflict resolution

Customer service

Education

High school diploma or equivalent

Tools

CRM systems

Job description

Salary: USD22 - USD23 per hour

Pay Rate: $22 per hour (English), $23 per hour (Bilingual Spanish)

Additional Compensation: Opportunity for commission

Schedule: Full-time onsite

About the Role

We are seeking a customer‑focused and results‑driven Call Center Retention Representative to join our team in San Diego. In this role, you will play a key part in retaining current customers by addressing concerns, resolving issues, and communicating the value of our products and services. The ideal candidate excels at building rapport, resolving problems, and driving customer loyalty.

Key Responsibilities

• Handle inbound and outbound calls with the goal of retaining existing customers
• Identify customer concerns, provide effective solutions, and reduce cancellations
• Communicate product knowledge and service benefits clearly and persuasively
• Document all interactions and outcomes in the CRM system
• Meet retention, call quality, and productivity targets
• Provide exceptional customer service while maintaining a positive and professional demeanor
• Escalate complex issues as needed for additional support
• (If bilingual) Provide support to Spanish‑speaking customers as needed

Qualifications

• Previous call center, retention, customer service, or inside sales experience preferred
• Strong communication, negotiation, and conflict‑resolution skills
• Ability to handle high‑volume calls in a fast‑paced environment
• Goal‑oriented with a proven ability to meet performance metrics
• Proficiency with CRM or call center software preferred
• High school diploma or equivalent