Customer Retention Representative

About the role

The Customer Retention Representative is responsible for improving student retention by addressing concerns, offering solutions, and preventing cancellations. The role requires strong communication, problem‑solving, and a professional attitude to support our online learning community.

Key responsibilities

• Make outbound calls and send emails to identify customer needs and offer retention solutions.
• Provide immediate follow‑up on complaints and use specialised offers to retain students.
• Resolve billing issues, process payments, and accurately enter customer data into the system.
• Navigate multiple software applications simultaneously and collaborate with the finance department.
• Meet or exceed customer satisfaction, efficiency, and issue‑resolution targets.

Required profile

• Bilingual in English and Spanish.
• Quiet home office with high‑speed internet and a functional webcam.
• Excellent verbal and written communication, active listening, and relationship‑building skills.
• Strong sense of urgency, attention to detail, and ability to work independently.
• Reliable attendance and ability to multitask in a fast‑paced environment.
• Call‑center experience is a plus; training will be provided.

Required skills

• Computer proficiency.
• Phone system operation.
• Database usage.
• Mathematical calculations for discounts and percentages.

What we offer

• Competitive pay based on experience.
• Additional financial incentives.
• Remote work flexibility.