Customer Retention Representative

About the role

eTeacher Group is seeking a Customer Retention Representative to help keep students enrolled in its virtual schools. You will engage with existing customers, address their concerns, and use tailored solutions to prevent cancellations.

Key responsibilities

• Make outbound calls and send emails to identify customer needs and offer retention solutions.
• Provide immediate follow‑up on complaints and use specialized offers to retain customers.
• Escalate complex issues that require extensive problem‑solving.
• Resolve billing questions, process payments, and calculate discounts or percentages.
• Enter accurate customer information into the database while navigating multiple software applications.
• Collaborate with the finance department as needed.

Required profile

• Bilingual in English and Spanish.
• Excellent verbal and written communication, active listening, and courteous attitude.
• Strong problem‑solving, conflict‑resolution, and negotiation abilities.
• Detail‑oriented, able to follow directions and work independently.
• Reliable attendance and ability to multitask in a remote environment.

Required skills

• Proficiency with computers and ability to learn phone and database systems.
• Mathematical skills for calculating discounts, proportions, and percentages.

What we offer

• Competitive pay based on experience with additional financial incentives.
• Remote work setup with a quiet home office, high‑speed internet, and webcam requirement.