Customer Retention Specialist and Customer Service – Bilingual (Spanish/English)
?? Plantation, FL 33317
?? Full-Time | Monday–Friday | 8:30 AM – 5:00 PM
?? $20.00–$24.00 per hour (based on experience)
?? Temporary with potential for Temp-to-Hire

AppleOne is working with a national leader in funeral services seeking a Bilingual Customer Retention Specialist and Customer Service for their Plantation office. This is a full-time opportunity offering competitive hourly pay and the potential to convert to a permanent position.

Position Summary

The Customer Retention Specialist and Customer Service Representatives are responsible for proactively engaging customers who have billing concerns, service issues, or are considering canceling services. This role focuses on understanding customer needs, resolving concerns, and presenting tailored solutions to retain business while delivering a professional and positive experience.

Key Responsibilities

Handle inbound and outbound calls related to billing inquiries, service concerns, and cancellation requests

Identify root causes of dissatisfaction and implement effective retention strategies

Present alternative solutions such as plan adjustments, service modifications, or promotional options when appropriate

De-escalate challenging situations with professionalism, empathy, and strong problem-solving skills

Clearly communicate the value of products and services to reinforce customer loyalty

Process cancellations accurately when retention efforts are unsuccessful

Document all customer interactions thoroughly within internal systems

Collaborate with internal departments to resolve complex customer issues

Meet performance metrics related to retention, quality, and customer satisfaction

Qualifications

3–5 years of experience in customer service, retention, account management, or call center environments

Fluent in Spanish and English (required)

Strong communication, negotiation, and conflict-resolution skills

Ability to multitask in a fast-paced, high-volume environment

Detail-oriented with strong documentation and organizational skills

Proficient in Microsoft Office; experience with CRM systems preferred

Customer-focused mindset with a passion for delivering exceptional service

This role requires excellent communication skills, strong product and policy comprehension, and the ability to manage multiple tasks efficiently. Successful candidates will demonstrate professionalism, active listening skills, and the ability to build rapport while resolving concerns effectively.

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.