Customer Service – Retention Specialist

Community Sports Partners

. Respond to customer enquiries by phone, email and SMS with clear, accurate information and timely follow-through .

Posted 11/2/2026full-timeRemote • Mexico, Colombia, Argentina, Brazil, Peru, ChileMid-LevelSenior💰 $1,000 per monthWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills with a focus on renewals, retention, and complaint resolution. Capable of maintaining accurate CRM records while effectively communicating options and solutions under pressure.

Highest-signal resume keywords

Customer-Service ExperienceCRM Record MaintenanceExcellent Spoken And Written EnglishEmpathy And Sound JudgmentReliable Organization And Attention To Detail

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

Clear CommunicationConfidence In Customer ConversationsAbility To Explain Options Under Pressure

Industry Keywords

RenewalsRetentionComplaint ResolutionCustomer SatisfactionFollow-ThroughRemote WorkingService Issues Reporting

About the role

Key responsibilities & impact

Respond to customer enquiries by phone, email and SMS with clear, accurate information and timely follow-through
Investigate complaints, coordinate solutions with operations and keep customers informed until resolution
Follow up with customers at risk of leaving, understand concerns and explain appropriate options within company policies
Handle renewal and re-enrolment conversations and approved win-back campaigns
Maintain accurate CRM notes, follow-up commitments and cancellation or non-renewal reasons
Escalate refund, credit or policy exceptions for approval and respect customer decisions
Report recurring service issues and opportunities to improve customer satisfaction and retention
Work with Toronto/Eastern evening and weekend coverage
Meet quality, timeliness, customer satisfaction, renewal, retention and follow-through expectations

Requirements

What you’ll need

Customer-service experience, ideally with renewals, retention or complaint resolution
Excellent spoken and written English
Confidence handling customer conversations by phone
Empathy and sound judgment
Ability to explain options clearly under pressure
Reliable organization and attention to detail
Experience maintaining CRM or support-system records
Evidence of personal actions and results, distinguishing personal achievements from team performance
Reliable remote-working setup
Availability for the agreed customer-service schedule
Résumé submission and answers to application questions with specific examples of own work
Completion of Culture Index survey
Completion of English Criteria GAME assessment
Complete both assessments using the same name and email as the application

Benefits

Comp & perks

Performance-based retention bonuses
Remote work within Latin America