Bilingual Customer Service Loyalty Specialist
New
Remote within the United StatesFull-TimeMiddle
Salary23 USD per hour
Apply NowOpens the employer's application page
Job Details
- Languages
- English, Spanish
- Experience
- 2+ years
- Required Skills
- Problem SolvingCustomer serviceActive listeningCRMGoogle Workspace
Requirements
- Minimum of 2+ years of experience in customer service and sales, preferably in a call center or retention-focused environment.
- Fluency in both English and Spanish is required.
- Strong communication skills, both verbal and written, with the ability to adapt messaging to different customer situations.
- High level of active listening, empathy, and ability to manage difficult or emotionally charged conversations.
- Proficiency with computer systems and tools such as Google Suite and CRM platforms.
- Strong problem-solving, organizational, and multitasking abilities in a fast-paced environment.
- Ability to work independently while maintaining performance targets and service quality standards.
- Strong attention to detail, especially in documentation and account management tasks.
- Flexibility to work varied schedules, including overtime and weekend shifts as needed.
- High school diploma or equivalent required.
Responsibilities
- Manage inbound and escalated calls from clients considering cancellation, using active listening and empathy to understand concerns and identify retention opportunities.
- Clearly explain program benefits and value, effectively repositioning services to encourage continued participation and customer loyalty.
- Resolve customer issues promptly by providing tailored solutions, addressing concerns, and ensuring a positive service experience.
- Build trust and rapport with clients through professional, respectful, and solution-oriented communication.
- Identify customer needs through targeted questioning and research to provide accurate guidance and recommendations.
- Maintain detailed and accurate records of all client interactions, updates, and outcomes within CRM systems.
- Support account administration tasks, including updates to client information, billing adjustments, and payment processing.
- Follow established communication guidelines, compliance standards, and call handling procedures to ensure consistency and quality.
- Work toward individual and team performance goals, including call handling metrics and client retention targets.
View Full Description & ApplyYou'll be redirected to the employer's site
