Job Description:

As a Bilingual Customer Retention Specialist, you will serve as a key point of contact for existing clients, ensuring a high level of customer satisfaction through proactive outreach and ongoing support.

You will communicate with customers via phone, text, and WhatsApp while managing payment follow-ups, documenting interactions in the CRM, and identifying opportunities for additional services and referrals.

Client Overview:

Join a growing customer-focused business dedicated to building long-term relationships through proactive communication, responsive support, and personalized service. The company values strong client engagement and aims to improve customer retention while creating opportunities for business growth through referrals and cross-selling initiatives.

This role is ideal for a bilingual professional who enjoys customer interaction, relationship management, and helping clients feel supported across multiple communication channels.

Schedule:

• Mondays to Fridays, 5:00 to 9:00 pm (US Eastern Time, 20 hours per week)

Scope & Engagement:

• Remote work arrangement
• Support and manage a customer base of approximately 500–600 clients
• Communicate across phone, text, WhatsApp, and CRM systems
• Transition opportunity from part-time to full-time within 2–3 months based on business growth

Responsibilities:

• Customer Outreach & Support
• Conduct proactive outreach to existing clients via phone, text, and WhatsApp
• Assess customer satisfaction and address concerns promptly and professionally
• Provide bilingual customer support in both Spanish and English
• Payment Follow-Up & Retention
• Monitor and follow up on payment statuses to support timely collections
• Reduce customer lapses through consistent engagement and follow-up
• Maintain positive customer relationships while handling sensitive conversations
• Sales Support & Referral Generation
• Identify opportunities to cross-sell additional services based on client needs
• Request and manage customer referrals to generate new business leads
• Support overall customer retention and business growth initiatives
• CRM & Documentation
• Maintain accurate records of all customer interactions within the CRM
• Update customer profiles and communication logs consistently
• Ensure all outreach activities are properly documented and organized

Requirements:

• Fluency in both Spanish and English (spoken and written)
• Experience using Go High Level or similar CRM platforms
• Previous customer service experience, preferably in insurance or related industries
• Strong written and verbal communication skills
• Close attention to detail and organizational ability
• Ability to work independently in a remote environment

Preferred:

• Experience handling collections, retention, or referral-based outreach
• Familiarity with multi-channel communication workflows

Why Join This Team?

• Opportunity to grow into a full-time, long-term role
• Work in a relationship-focused customer service environment
• Build meaningful customer engagement and retention strategies
• Flexible remote work arrangement
• Direct impact on customer satisfaction and business growth

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring

Note:

• Please click the Apply button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

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