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