Key Responsibilities:

• Proactively reach out to customers considering cancellation or downgrading services.
• Engage customers in meaningful conversations to understand their needs and concerns.
• Offer tailored solutions, promotions, and incentives to retain customers.
• Act as a brand ambassador, building strong relationships with customers to reinforce trust and loyalty.
• Identify and analyze customer feedback to develop effective retention strategies.
• Collaborate with the marketing team to create targeted retention campaigns and promotions.
• Stay informed on industry trends and customer preferences to enhance retention efforts.

Billing Support:

• Assist with billing inquiries and resolve issues that may impact customer satisfaction.
• Process payments, adjustments, and refunds as needed.
• Ensure accurate maintenance of customer account records, including billing history and balances.
• Work with the Sales and Support team to ensure seamless billing operations that align with retention goals.

Customer Support:

• Provide exceptional customer service by addressing any concerns related to account status, service usage, and billing.
• Guide customers through product or service upgrades, renewals, and contract extensions.
• Support customers in updating payment methods and understanding their billing statements.

Reporting & Analysis:

• Track and report on retention metrics, customer satisfaction, and billing accuracy.
• Use data to identify opportunities for improving retention strategies and reducing churn.
• Present insights and recommendations to management for strategic decision-making.

Qualifications:

• 3 years of experience in a customer retention role, preferably in a subscription-based or service-oriented industry.
• 3 years experience with billing processes and customer account management is a plus.
• 5 years Strong background in customer service and relationship-building, especially via phone communication.

Skills:

• Exceptional English communication skills with the ability to connect with customers and address their concerns effectively.
• You are someone with: Exceptional English: you know the lingo, the colloquialisms, and slang
• Strong problem-solving skills with a focus on customer satisfaction and retention.
• Detail-oriented and organized with the ability to manage multiple tasks efficiently.
• Proficient in Salesforce CRM, Microsoft Office Suite. Expert Google Docs
• Sales acumen and a proactive approach to improving customer retention.

Competencies:

• Customer-Centric: Deep understanding of customer needs and a commitment to providing personalized solutions.
• Analytical: Ability to analyze customer data and trends to inform retention strategies.
• Adaptable: Quick to adjust to changing customer demands and business priorities.
• Driven: Strong work ethic with a focus on achieving retention targets and reducing churn.

Working Conditions:

• 100% remote
• Must have a quiet workspace, reliable computer, and high-speed internet connection.
• A quiet place to work, your own computer, and a strong wired internet connection.
• Minimum hardware requirements: 4 core 8 thread CPU (i5, i7, etc). 16gb of memory/ram 512gb of storage, 1TB preferred.
• Internet speed: 100mbps or greater download, 50mbps or greater upload Windows 10 or 11
• Compensation:
• Competitive base salary with a focus on retention bonuses and incentives.
• Paid time off after 3 months
• 100% Remote position

Application Question(s):

• Detail in English your experience and why you would be a good fit. Applications without a CUSTOM response will not be viewed. If you are a good fit, the next step will be a short Zoom video interview. This is a role with tremendous upwards potential.

Job Types: Full-time, Permanent

Experience:

• Retention/Billing: 1 year (Preferred)
• Customer Service: 1 year (Preferred)