About the Role

We are looking for a Client Retention Specialist to help maintain strong client relationships, address concerns, and reduce client loss.

The role focuses on checking in with existing clients, identifying problems, resolving service concerns, and making sure clients feel supported and want to continue working with the firm. The idóneo candidate is a strong communicator who can handle difficult conversations and follow through on solutions.

Key Responsibilities

- Contact existing clients by phone, email, and text to check on their experience.
- Build and maintain positive relationships with clients.
- Identify client concerns that may cause dissatisfaction or lead them to leave.
- Address complaints and work with the appropriate team members to find solutions.
- Follow up with clients who have raised concerns or expressed dissatisfaction.
- Reach out to clients who have become unresponsive or may be considering ending services.
- Explain available options and next steps clearly.
- Coordinate with attorneys and other departments to resolve client issues.
- Track client feedback, concerns, follow-ups, and retention efforts.
- Keep accurate records of client communications and outcomes.
- Escalate complex issues to management when needed.
- Follow company procedures and protect confidential client information.





Qualifications

- Previous experience in client retention, customer service, client relations, account management, or a similar role.
- Strong spoken and written English communication skills.
- Ability to handle complaints and difficult conversations professionally.
- Strong problem-solving and relationship-building skills.
- Ability to recognize client concerns and take action to address them.
- Good organizational skills and consistent follow-through.
- Ability to manage multiple clients and follow-ups.
- Familiarity with CRM or client management systems.
- Ability to work independently in a remote environment.

Preferred Qualifications:

- Experience in a law firm or legal services environment.
- Experience handling client cancellations, service complaints, or retention efforts.
- Spanish-speaking ability.

How to Apply

Please submit your resume highlighting your experience in client retention, customer service, account management, or client relations.

We are looking for someone who can build trust with clients, address concerns, and take action to help maintain long-term client relationships.

Please submit your resume in English.

Job Type: Full-time

Work Location: In person

📌 Client Retention Specialist (Ciudad de México)
🏢 Virtual Staffing Group
📍 Ciudad de México