Retention Representative

HR Business Partner | People & Culture | Talent Acquisition | L&D | Compensation & Benefits | People-first mindset Bilingual candidates must have a high level of both Spanish and English. Only English CVs will be reviewed. Established in 2000, eTeacher Group created and operates leading virtual schools throughout the world. The company specializes in large‑scale operation of online teacher‑led classes. We work with leading professionals every step of the way, from recruiting and developing content to marketing, sales and operations. About the Position The main goal is to improve customer retention by handling customer concerns and escalating issues as needed, ensuring all efforts are made to retain existing students and prevent cancellations. Applicants should demonstrate excellent verbal and written communication skills as well as exceptional listening skills. Courtesy and patience in customer relations are essential. But above all, applicants must be able to demonstrate strong problem‑solving and conflict‑resolution skills while maintaining a professional and positive attitude in order to better assist our customers. Ideal Candidate Managing objections Converting challenging situations into successful outcomes Regaining trust and rebuilding engagement Turning potential cancellations into renewed commitments Working in high‑pressure environments such as sales, retention, or account management Responsibilities Perform outbound calls and interactions by e‑mail to uncover customers' needs, offer solutions, resolve concerns and prevent cancellations. Provide immediate follow‑up on customer complaints/concerns. Use specialized offers and tools to retain customers and escalate issues requiring extensive problem‑solving. Resolve problems regarding billing, receive and process customers' payments. Exceed customer satisfaction, efficiency metrics and issue resolution targets. Accurately enter the customer’s information into the database. Simultaneously navigate multiple software applications and technologies. Work with the finance department. Requirements Bilingual – English and Spanish proficiency is a must. Good home office working environment (quiet space, high‑speed internet connection, ability to activate webcam at all times) Strong persuasive abilities and proven experience in sales or customer retention Excellent communication and relationship‑building skills. Knowledge and ability to cope with and resolve escalated customer service issues. Sense of urgency. Strong problem‑solving and conflict skills are a must. Strong attention to detail, ability to follow directions, and ability to work independently. Ability to effectively multi‑task. Regular and reliable attendance. Experience in a call center environment is a plus (training will be provided). Proficiency with computers is an advantage along with an aptitude to learn our phone and database systems. Mathematical skill is required to calculate figures and amounts such as discounts, proportions, and percentages. Benefits We offer competitive pay based on experience with additional financial incentives. #J-18808-Ljbffr