Customer Support Agent (Remote – West Coast Shifts, PST/MST)

📍 Remote | Work from Home | U.S.-Based Only

Retention Express is a fast-paced, omnichannel, inbound contact center specializing in membership retention and customer experience insights. We support small business owners, multi-unit operators, and private equity groups in reducing membership churn and improving customer loyalty.

We’re looking for customer-focused, tech-savvy agents to join our team and represent the brands we serve. We'd love to hear from you if you’re enthusiastic about delivering exceptional customer service, problem-solving, and retaining customers!

🔹 Position Details

• Remote Position: Must be available to work shifts aligned with PST/MST time zones.
• Preferred Locations: TX, AZ, NM, UT (to best support our West Coast customers).
• Compensation: $15–$18 per hour + earned bonuses.
• Tech Proficiency Required: Experience with modern customer support platforms like Zendesk, Freshdesk, Five9, or Salesforce is highly preferred.

🔹 Your Role & Responsibilities

✅ Serve as the voice of the brands we represent, delivering customers a friendly, empathetic, and service-oriented experience.

✅ Handle inbound customer service inquiries across multiple channels (phone, SMS, chat, email) professionally and efficiently, meeting performance standards.

✅ Navigate various tech platforms, including our clients’ point-of-sale systems, to process inquiries and resolve issues.

✅ Retain customers looking to cancel memberships by identifying their concerns and providing tailored solutions.

✅ Accurately document all interactions, ensuring high-quality data collection for business insights.

✅ Assist with special projects, including failed payment recovery and social media review management.

✅ Maintain a high-volume call environment with a strong focus on customer satisfaction and retention strategies.

✅ Performance-Driven Execution – Meet and exceed KPIs, including response time, resolution time, after-call work, retention save metrics, and attention to detail.

✅ Ownership & Professionalism – Represent our clients’ brands with integrity, professionalism, and an unwavering focus on customer satisfaction.

✅ Cross-Team Collaboration – Work effectively with team members, supervisors, and departments to achieve company goals.

✅ Prioritize & Multitask – Manage multiple customer inquiries while maintaining efficiency and accuracy.

🔹 What We’re Looking For

✔ Customer Service Experience: Minimum 2 years experience in a call center, customer support, or membership-based industry is a plus.

✔ Tech-Savvy Mindset: Comfortable working with modern software platforms and quickly adapting to new tools.

✔ Strong Communication Skills: Listening, empathizing, and providing effective solutions.

✔ Problem-solving ability: Think critically to resolve issues and retain customers without high-pressure sales tactics.

✔ Data-Driven Approach: Attention to detail in documentation to support valuable business insights.

✔ Reliable & Self-Motivated: Ability to work independently in a distraction-free remote environment.

✔ Resilient: You are not discouraged by repetitive work, take ownership of mistakes, and always strive for improvement.

✔ Team Player & Self-Starter – You are coachable, adaptable, solution-oriented, and take initiative in problem-solving.

✔ High Integrity – You are trustworthy and accountable and operate with strong ethical standards.

✔ Tech-savvy – Comfortable using multiple digital platforms and quickly becoming proficient in new systems.

✔ Results-driven – Motivated by helping businesses reduce churn and improve customer retention.

✔ Bilingual Advantage – Fluency in English is required; Spanish is a plus.

· Education & Work Setup – A college degree is preferred.

• A newer Windows 11-based PC/laptop
• High-speed internet (validated)
• A distraction-free work environment

Rate of Pay: Starting at $15-$18 per hour + earned bonuses.

WHAT WE OFFER

✅ 401(k) Retirement Plan – Plan for your future with our company-sponsored 401(k).

✅ Flexible Scheduling – We understand work-life balance and offer scheduling flexibility.

✅ People-Centric Culture – Join a supportive, positive team that values collaboration and growth.

✅ Career Growth Opportunities – As we continue to scale, so do your opportunities for advancement.

✅ Competitive Pay & Bonuses – Starting at $15/hr with performance-based incentives and earned bonuses.

✅ Remote Work – Enjoy the convenience of working from home in a distraction-free environment.

✅ Strategic Sales & Retention Training – Learn best practices in customer service, retention strategies, and problem-solving.

✅ Ongoing Learning & Development – Stay ahead with continuous training on the latest tech platforms and industry tools.