Customer Service & Retention Specialist

Community Sports Partners

3d•Remote

About The Position

Community Sports Partners is hiring a customer-focused specialist to support customers in its sports programs, resolve service issues, and encourage renewals and retention. The role owns customer enquiries through resolution, investigates reasons customers may leave, and explains appropriate next steps within company policies. The position is remote within Latin America and full-time, with Toronto/Eastern evening and weekend coverage. Exact shifts and weekly hours will be agreed before hiring. Base pay is US$1,000 per month plus performance-based retention bonuses; bonus arrangements will be discussed before hiring. Success is assessed by the quality and timeliness of issue resolution, customer satisfaction, renewal and retention outcomes, and accurate follow-through. Targets and the retention bonus plan will be explained during hiring. This posting is for a current vacancy. AI-assisted tools support application review, while people make hiring decisions.

Requirements

Customer-service experience, ideally including renewals, retention, or complaint resolution.
Excellent spoken and written English and confidence handling customer conversations by phone.
Empathy, sound judgment, and the ability to explain options clearly under pressure.
Reliable organization, attention to detail, and experience maintaining CRM or support-system records.
Evidence of personal actions and results, distinguishing individual achievements from team performance.
A reliable remote-working setup and availability for the agreed customer-service schedule.

Responsibilities

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 issues are resolved.
Proactively follow up with customers at risk of leaving, identify their concerns, and explain appropriate options within company policies.
Handle renewal and re-enrolment conversations and approved campaigns to win back former customers.
Maintain accurate CRM notes, follow-up commitments, and reasons for cancellations or non-renewal.
Escalate refund, credit, or policy exceptions for approval and respect customer decisions.
Report recurring service issues and opportunities to improve customer satisfaction and retention.