USSA Remote Customer Service Agent
Role Overview: This full-time, remote position focuses on client retention, satisfaction, and long-term success by applying proven retention strategies to keep clients engaged throughout their training journey. What We're Looking For:
- Proven track record in customer retention or refund prevention
- Strong negotiation and problem-solving abilities
- Excellence in identifying and addressing client concerns before they lead to cancellations
We want to ensure that all applicants have a fair and equal chance, so we're using a TestGorilla assessment (https://www.testgorilla.com). This minimizes unconscious bias in our hiring process. Successful candidates will be invited to a job interview. Please note that your application will not be considered if you do not complete the assessment. Responsibilities:
- Develop and implement retention strategies to reduce cancellation rates
- Handle cancelation requests and create customized solutions to retain clients
- Conduct save calls and retention outreach
- Monitor client engagement and identify at-risk accounts
- Strong communication skills and a solution-focused attitude
- Ability to manage tasks like scheduling and case management
- Match clients with trainers based on needs and availability
- Manage schedules for virtual and in-person sessions
- Provide customer support through calls, emails, and live chats
- Assist trainers with administrative tasks and problem-solving
Details:
- Full-time, remote (Monday–Saturday coverage with flexible hours)
- $12-15/hour with full-time benefits plus retention bonuses
- Positive, supportive work environment
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