Customer Service Retention Representative

Location: San Diego, CA

Pay Rate: $22 per hour (English), $23 per hour (Bilingual Spanish)

Additional Compensation: Opportunity for commission

Schedule: Full-time onsite

About the Role

We are seeking a customer‑focused and results‑driven Call Center Retention Representative to join our team in San Diego. In this role, you will play a key part in retaining current customers by addressing concerns, resolving issues, and communicating the value of our products and services. The ideal candidate excels at building rapport, resolving problems, and driving customer loyalty.

Key Responsibilities

• Handle inbound and outbound calls with the goal of retaining existing customers
• Identify customer concerns, provide effective solutions, and reduce cancellations
• Communicate product knowledge and service benefits clearly and persuasively
• Document all interactions and outcomes in the CRM system
• Meet retention, call quality, and productivity targets
• Provide exceptional customer service while maintaining a positive and professional demeanor
• Escalate complex issues as needed for additional support
• (If bilingual) Provide support to Spanish‑speaking customers as needed

Qualifications

• Previous call center, retention, customer service, or inside sales experience preferred
• Strong communication, negotiation, and conflict‑resolution skills
• Ability to handle high‑volume calls in a fast‑paced environment
• Goal‑oriented with a proven ability to meet performance metrics
• Proficiency with CRM or call center software preferred
• High school diploma or equivalent

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.