Subscription Retention Specialist - Remote - GOS
About Us
Geeks on Site provides nationwide computer repair and technology support services for homes and businesses, delivered both remotely and on-site.
Our services include computer repair, IT support, smart home installation, and a broad range of in-home and business technology services, offering fast, reliable solutions across a wide range of devices and systems.
Job Summary
As a Subscription Retention Specialist, you'll play a key role in strengthening customer relationships by delivering exceptional service and identifying solutions that improve customer retention. You'll assist members with account maintenance, payment updates, collections, and subscription inquiries while working in a fast paced remote environment.
Responsibilities
- Build customer loyalty by identifying customer needs and providing effective solutions.
- Handle account maintenance, payment updates, collections, and cancellation requests.
- Conduct follow up communications to keep customer accounts active and in good standing.
- Accurately document customer interactions using our CRM platform.
- Meet individual and team performance goals, including customer experience and retention metrics.
- Collaborate with teammates to continuously improve the customer experience.
Requirements
- Advanced English proficiency (B2+).
- At least one year of experience in customer retention, collections, sales, or a call center environment.
- Strong communication, negotiation, and objection handling skills.
- Ability to build rapport and resolve customer concerns.
- Self motivated, dependable, and organized, comfortable working with multiple applications simultaneously.
- Strong organizational and time management skills.
- Experience in B2B, B2C, subscription services, or technology related industries is a plus.
Technical Requirements
- Personal Windows 10/11 computer with an Intel Core i3/i5 or AMD Ryzen 3/5 processor.
- Reliable high speed wired internet connection.
- Quiet and distraction free workspace.
- USB headset with a noise cancelling microphone.
Benefits
- Monthly compensation starting at $800, depending on candidate experience, paid through Deel.
- Uncapped commission opportunities.
- Performance based bonus.
- Independent Contractor position.
- Fully remote.
- Monday through Saturday, 8 hour shifts scheduled between 7:00AM and 7:00PM Eastern Time.
- Sundays off.
- 15 days of paid time off.
Our Hiring Process
Qualified candidates will complete an initial interview with our recruiting team, followed by a second interview with the hiring manager that includes role play scenarios focused on customer interactions and objection handling. Successful candidates will receive an offer and begin the onboarding process.
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