Remote LATAM Retention & Customer Care Specialist

Community Sports Partners

United States

Remote

USD 10,000 - 12,000

Full time

5 days ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Retention bonuses

Remote work

Job summary

Community Sports Partners is seeking a customer-focused specialist to help customers enjoy our sports programs, resolve problems and keep coming back. You will own service enquiries through resolution, understand why customers may leave, and help them find an appropriate next step.

This full-time role is remote within Latin America, with base pay of US$1,000 per month plus retention bonuses. Applicants across Latin America are welcome and shifts include Toronto/Eastern evening and weekend

Qualifications

Excellent spoken and written English
Customer-service experience, ideally with renewals, retention or complaint resolution
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 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.