BILINGUAL CUSTOMER RETENTION SPECIALIST

We are seeking a detail-oriented Customer Retention Specialist. This position is responsible for researching account activity, resolving past due balances, and maintaining strong relationships with our customers. The ideal candidate will act as the first point of contact for clients with billing concerns or those considering cancellation of services.
In addition to account management, this position will also coordinate with field representatives on retention and cancellation efforts, serving as the main point of contact for all cancellation requests. The representative will assign and route tasks within the department to ensure timely completion and proper follow-up on customer service and retention matters.

Key Responsibilities – Collections
•    Contact customers via phone and email regarding past due balances; identify reasons for delinquency and arrange payment or correct errors.
•    Handle 80–100 outbound and inbound calls daily.
•    Negotiate and monitor payment plans according to company policy.
•    Research and resolve collection disputes professionally and efficiently.
•    Maintain accurate records and detailed notes for all delinquent accounts.
•    Manage bankruptcy accounts in compliance with procedures.
•    Process and resolve returned (NSF) transactions.
•    Prepare and file legal documents and attend court proceedings when required.

Key Responsibilities – Retention
•    Communicate with customers at risk of canceling services or those who have requested cancellation.
•    Address and resolve customer complaints to improve satisfaction and prevent cancellations.
•    Serve as the primary contact for all cancellations, coordinating efforts with field representatives and routing assignments to ensure smooth completion of all related tasks.
•    Manage the service termination process, including cancellations and container removals, after approvals.
•    Process and manage service agreement renewals and modifications.
•    Gather and report customer insights to the service team.
•    Stay current on industry trends, competitor activity, and potential business opportunities.
•    Build positive, trust-based relationships with customers to support retention goals.
 

Required Qualifications
•    Bilingual (English/Spanish) – fluent in both written and verbal communication.
•    Excellent communication, time management, and organizational skills.
•    Strong leadership and coordination abilities; capable of directing team tasks and follow-ups.
•    Self-motivated team player with strong attention to detail.
•    Proficient in Microsoft Excel and Word.
•    Knowledge of standard collections practices and financial procedures.
•    Ability to perform effectively in a fast-paced, high-volume environment.

Education and Experience
•    Required: High school diploma or equivalent; minimum 5 years of experience in collections.
•    Preferred: Experience in a high-volume call center, commercial or business-to-business collections, or customer service environment.