Job Summary

New York City Jobs is seeking a highly motivated and empathetic Bilingual (Spanish/English) Remote Customer Retention Specialist to join our customer care and loyalty team. In this pivotal role, you will be responsible for retaining existing customers by providing exceptional service, understanding client needs, and offering tailored solutions to improve satisfaction and engagement. This position is ideal for professionals who are passionate about relationship-building, problem-solving, and ensuring that every customer interaction contributes to long-term loyalty and trust.

Key Responsibilities

• Handle inbound and outbound calls, chats, and emails from both English and Spanish-speaking customers to address concerns, resolve issues, and prevent cancellations.

• Utilize effective communication and negotiation skills to retain customers by offering solutions that meet their needs and expectations.

• Analyze customer accounts and usage patterns to identify reasons for dissatisfaction and recommend personalized retention strategies.

• Collaborate with cross-functional teams including Sales, Customer Success, and Technical Support to provide seamless resolutions.

• Maintain accurate documentation of customer interactions in CRM systems and ensure timely follow-ups.

• Meet and exceed monthly retention targets, call quality standards, and performance metrics.

• Participate in regular coaching sessions and team meetings to continuously improve product knowledge, communication techniques, and service delivery.

• Advocate for customer feedback and insights to help enhance company products and retention programs.

Required Skills and Qualifications

• Fluent in both Spanish and English (verbal and written communication required).

• Strong interpersonal and customer service skills with a positive, empathetic, and professional attitude.

• Excellent problem-solving and conflict resolution abilities.

• Strong persuasion and negotiation skills with a customer-first mindset.

• Proficiency in using CRM tools (e.g., Salesforce, Zendesk, or HubSpot) and other communication platforms.

• Solid organizational and time management abilities, with attention to detail.

• Ability to work independently in a remote environment while staying engaged with a virtual team.

Experience

• Minimum 1–2 years of experience in customer retention, customer service, sales support, or account management.

• Prior experience in a bilingual role or working with multicultural customer bases is highly preferred.

• Experience in a subscription-based or service-oriented business model will be an advantage.

Working Hours

• Remote Position – Work from the comfort of your home.

• Flexible scheduling available; core hours align with U.S. Eastern Time (EST) business hours.

• Full-time position (40 hours per week) with occasional weekend or evening availability based on customer demand.

Knowledge, Skills, and Abilities

• Deep understanding of customer retention strategies and service recovery techniques.

• Ability to communicate with clarity, empathy, and professionalism in both Spanish and English.

• Strong analytical thinking and the ability to interpret customer data and behavioral trends.

• Skilled in multitasking and managing multiple customer conversations simultaneously.

• Resilient and adaptable personality with the ability to remain calm under pressure.

Benefits

• Competitive salary with monthly performance-based incentives.

• Work-from-home flexibility and a supportive remote culture.

• Comprehensive health insurance and paid time off.

• Ongoing professional development, language enhancement, and customer service training programs.

• Career growth opportunities within New York City Jobs customer experience division.

Why Join New York City Jobs

At New York City Jobs, we believe that our people are our greatest strength. You will be part of a diverse and inclusive global team committed to delivering top-notch customer experiences. We value bilingual talent and reward excellence, innovation, and dedication. Joining us means being part of a company that prioritizes your personal growth, values your input, and gives you the tools to succeed remotely.

How to Apply

Interested candidates are invited to apply online through the New York City Jobs careers portal by submitting an updated resume and a brief cover letter explaining your bilingual experience and interest in customer retention.
Only shortlisted candidates will be contacted for further assessment and interviews.