The Client Relations & Retentions Specialist is responsible for managing client interactions related to cancellations, complaints, and retention efforts.
The main objective of this role is to proactively address client concerns, prevent cancellations when possible, and ensure a professional and consistent client experience.
This position will also support the Collections and operational workflows when retention and cancellation activity is low, helping maintain overall department efficiency.
Full training on internal systems, processes, and policies will be provided.
Key Responsibilities
**Client Support & Complaint Resolution**
- Handle inbound and assigned client requests related to cancellations, dissatisfaction, and service concerns.
- Investigate client issues, identify root causes, and provide clear and professional solutions.
- **Communicate empathetically and professionally with clients in sensitive situations.
**
**Proactive Client Communication**
- Maintain timely and professional communication with clients.
- Clearly explain next steps, case status, and available options.
- Follow up with clients after resolution to confirm satisfaction and reduce future cancellation risk.
**Cancellation Prevention & Retention**
- Schedule and coordinate appointments with internal specialists when required.
- Follow approved retention scripts and guidelines.
**Cross-Department Collaboration**
- Work closely with Billing, Legal, Collections, and Operations teams to ensure proper case handling.
- **Support Collections and general Client Services operations during low retention or cancellation volume.
**
**Case Documentation & Reporting**
- Accurately document all interactions, requests, and outcomes in the firm's CRM and case management systems.
- Maintain assigned spreadsheets, dashboards, and internal tracking tools.
- Provide regular status updates to leadership.




Additional Responsibilities
- Provide operational support to the Collections and Client Services teams when needed.
- **Assist with internal projects or administrative processes related to cancellations and retention.
**
**Requirements**:
- Previous experience in customer service, client support, call center, or client relations.
- Experience in complaint handling, retention, or escalations is preferred but not required.
- No prior legal or immigration experience is required (training is provided).
**Skills**:
- Strong verbal and written communication skills.
- Active listening and professional client interaction.
- Ability to handle difficult conversations calmly.
- Strong problem-solving and decision-making skills.
- Ability to follow structured processes and scripts.
- Ability to work collaboratively with multiple departments.
- **Comfortable working with CRM systems and spreadsheets.
**
Attributes
- Client-focused and solution-oriented.
- High level of professionalism and emotional intelligence.
- Organized and detail-oriented.
- **Able to work under pressure and manage multiple cases simultaneously.
**
Working Conditions
- Full-time, on-site position.
- 48-hour work week (5x2 schedule).
- Flexibility to work additional hours based on operational needs.
- Performance-based weekly bonus structure.
**Benefits**:
- Commissions + performance bonuses
- Legal benefits above the law
- Weekly yoga sessions
- English classes
- Access to a psychologist and nutritionist
- Ongoing training, coaching, and support
- A positive, driven, mission-focused team culture
Tipo de puesto: Tiempo completo
Sueldo: $14,****** - $16,****** al mes
Incentivos:
- Caja de ahorro
- Descuento de gimnasio
- Estacionamiento gratuito
- Programa de referidos
- Vacaciones adicionales o permisos con goce de sueldo
- Vales de despensa
Idioma:
- Inglés (Obligatorio)
Lugar de trabajo: Empleo presencial

📌 Client Relations & Retentions Specialist (Hermosillo)
🏢 Camino Promotions
📍 Hermosillo