Customer Retention Representative

About the role

The Customer Retention Representative is responsible for improving student retention by addressing concerns, escalating issues when necessary, and preventing cancellations. The role requires excellent verbal and written communication, strong listening abilities, and a professional, positive attitude.

Key responsibilities

• Perform outbound calls and email interactions to identify customer needs, offer solutions, and prevent cancellations.
• Provide immediate follow‑up on complaints and use specialised offers/tools to retain customers.
• Resolve billing issues, receive and process payments.
• Achieve targets for customer satisfaction, efficiency metrics, and issue resolution.
• Accurately enter customer information into the database while navigating multiple software applications.
• Collaborate with the finance department as needed.

Required profile

• Bilingual in English and Spanish.
• Quiet home office with high‑speed internet and webcam availability.
• Excellent communication and relationship‑building abilities.
• Ability to handle escalated service issues with a sense of urgency.
• Strong problem‑solving, conflict‑resolution, attention to detail, and independent work skills.
• Effective multi‑tasking and reliable attendance.
• Call‑center experience is a plus; training will be provided.
• Mathematical ability for calculations such as discounts and percentages.

Required skills

• Bilingual (English/Spanish)
• Computer proficiency
• Phone system operation
• Database usage
• Mathematical calculation

What we offer

• Competitive pay based on experience
• Additional financial incentives