Subscription Retention Specialist (Remote)

About the role

Geeks on Site provides nationwide computer repair and technology support for homes and businesses, delivered remotely and on site. As a Subscription Retention Specialist you will strengthen customer relationships by delivering excellent service and finding solutions that improve retention. You will help members with account maintenance, payment updates, collections and subscription inquiries in a fast-paced remote setting.

Key responsibilities

• Identify customer needs and provide effective solutions to build loyalty
• Handle account maintenance, payment updates, collections and cancellation requests
• Follow up with customers to keep their accounts active and in good standing
• Document customer interactions accurately in the CRM platform
• Meet individual and team performance goals, including customer experience and retention metrics
• Work with teammates to continuously improve the customer experience

Required profile

• Advanced English proficiency (B2+)
• At least one year of experience in customer retention, collections, sales or a call center
• Experience in B2B, B2C, subscription services or technology-related industries is a plus
• Monday to Saturday, 8-hour shifts between 7:00 AM and 7:00 PM Eastern Time; Sundays off

Required skills

• Communication, negotiation and objection handling
• Building rapport and resolving customer concerns
• Organizational and time management skills
• Comfortable working with multiple applications at once

What we offer

• Monthly compensation starting at $800, depending on experience, paid through Deel
• Uncapped commission opportunities and performance-based bonus
• Independent contractor position, fully remote
• 15 days of paid time off
• Required equipment: personal Windows 10/11 computer, reliable high-speed wired internet, quiet workspace and USB headset with noise-cancelling microphone

Hiring process: an initial interview with the recruiting team, then a second interview with the hiring manager including role-play scenarios on customer interactions and objection handling. Successful candidates receive an offer and start onboarding.