Digital Customer Retention Specialist w/spanish

Digital Retention Specialist - Bilingual Location: Westminster, CO Schedule: Monday–Friday, 8:00 AM–5:00 PM MT Work Arrangement: Onsite 4 days per week Employment Type: 6-Month Contract-to-Hire Hours: 40 hours/week Pay: $20/hr W2 About The Role We are seeking a Digital Retention Specialist to join our client to help retain existing customers across Latin America and Central America. In this role, you’ll work directly with existing customers who may be considering discontinuing or not renewing their services. Your goal will be to understand their concerns, identify renewal blockers, resolve issues, and find solutions that improve their overall customer experience. This is a highly interactive role for someone who genuinely enjoys working with people, solving problems, and turning challenging customer situations into positive experiences. Fluency in Spanish is required. Candidates must be able to professionally speak, read, and write in Spanish. What You'll Do Handle a high volume of customer interactions, approximately 50–100 interactions per dayEngage with existing customers regarding renewals, retention, product concerns, and potential cancellationIdentify and understand the reasons customers may not be renewingListen actively to customer concerns and demonstrate empathy while working toward solutionsAddress renewal blockers, product dissatisfaction, adoption challenges, and other customer pain pointsNegotiate and develop solutions designed to retain customers and improve satisfactionTake ownership of customer issues and work to resolve them with minimal escalationGather customer feedback and identify trends that could improve the overall customer experienceDocument customer interactions, feedback, and resolutions in CRM systemsCollaborate with Sales, Support, and other internal teams when additional assistance is neededLearn and navigate multiple business systems efficientlyCommunicate clearly and professionally with customers in both written and verbal interactions What We're Looking For Professional fluency in Spanish — required (speaking, reading, and writing)Customer service experience in any industryStrong written and verbal communication skillsExcellent interpersonal and customer service skillsA highly customer-centric mindsetStrong empathy and active listening skillsCritical thinking and problem-solving abilitiesAbility to handle difficult or dissatisfied customers professionallyStrong negotiation and conflict-resolution skillsAbility to manage a high volume of customer interactions in a fast-paced environmentAbility to quickly learn new technology and business systemsPrevious experience working in a professional office environmentAssociate's degree or equivalent requiredCandidates who are recent college graduates are encouraged to apply Preferred Qualifications Experience with customer retention or renewalsExperience working with Salesforce or another CRMPrevious sales, account management, customer success, or subscription-based customer service experiencePortuguese language skills are a plus Training & Development Role You’ll receive 4–6 weeks of comprehensive training designed to prepare you for success in the role. Training will include: Hands-on system trainingVideo-based learningScreen-sharing sessionsShadowing and guided customer interactionsA dedicated buddy system for additional support Why This Role? This is an excellent opportunity for a customer-focused professional who enjoys building relationships, solving problems, and making a measurable impact on customer loyalty. If you are bilingual in Spanish and English, thrive in a fast-paced environment, and have a passion for delivering exceptional customer experiences, we’d love to hear from you!