Bilingual Customer Service Loyalty Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bilingual Customer Service Loyalty Specialist based in the United States.

In this role, you will serve as a key point of contact for clients who are considering discontinuing their services, playing a critical role in retention and customer satisfaction. You will handle inbound and transferred calls, often supporting clients who are frustrated, uncertain, or exploring cancellation options. Through strong communication, empathy, and a consultative approach, you will help clients understand the value of their program and guide them toward continued engagement. The role combines customer service, relationship management, and sales-oriented problem solving in a fast-paced call center environment. You will also support account maintenance activities, ensuring accurate records, payments, and updates are properly managed. This position is ideal for a persuasive communicator who thrives on turning challenging conversations into positive outcomes and long-term customer relationships.

• Manage inbound and escalated calls from clients considering cancellation, using active listening and empathy to understand concerns and identify retention opportunities.
• Clearly explain program benefits and value, effectively repositioning services to encourage continued participation and customer loyalty.
• Resolve customer issues promptly by providing tailored solutions, addressing concerns, and ensuring a positive service experience.
• Build trust and rapport with clients through professional, respectful, and solution-oriented communication.
• Identify customer needs through targeted questioning and research to provide accurate guidance and recommendations.
• Maintain detailed and accurate records of all client interactions, updates, and outcomes within CRM systems.
• Support account administration tasks, including updates to client information, billing adjustments, and payment processing.
• Follow established communication guidelines, compliance standards, and call handling procedures to ensure consistency and quality.
• Work toward individual and team performance goals, including call handling metrics and client retention targets.

Requirements

• Minimum of 2+ years of experience in customer service and sales, preferably in a call center or retention-focused environment.
• Fluency in both English and Spanish is required.
• Strong communication skills, both verbal and written, with the ability to adapt messaging to different customer situations.
• High level of active listening, empathy, and ability to manage difficult or emotionally charged conversations.
• Proficiency with computer systems and tools such as Google Suite and CRM platforms.
• Strong problem-solving, organizational, and multitasking abilities in a fast-paced environment.
• Ability to work independently while maintaining performance targets and service quality standards.
• Strong attention to detail, especially in documentation and account management tasks.
• Flexibility to work varied schedules, including overtime and weekend shifts as needed.
• High school diploma or equivalent required.

Benefits

• Competitive hourly compensation of $23/hour.
• Comprehensive medical, dental, and vision insurance coverage.
• Paid time off, including holidays and floating holidays.
• Company-paid life and AD&D insurance.
• 401(k) retirement plan with company match.
• Flexible spending accounts (FSA) and/or HSA options.
• Employee assistance program (EAP) and wellness support resources.
• Ongoing training and professional development opportunities.
• Clear pathways for career advancement within a growing organization.
• Referral program and performance-based growth opportunities.
• Flexible work arrangement (remote within the United States).