BilingualCustomerServiceLoyaltySpecialist

## Accountabilities 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 ove