Job Description
Job Description
Title: Bilingual Customer Retention Specialist
Location: NW Houston (Onsite)
Schedule: Full-time | Onsite
Language Requirement: Bilingual – English & Spanish
Work Requirements: U.S. Citizens or Authorized to Work in the U.S.
Summary
we are hiring a Bilingual Customer Retention Specialist for our client to support high-volume customer accounts, reduce cancellations, and manage past-due balances. This role is hands-on and phone-heavy, ideal for someone with call center leadership experience who still enjoys being an individual contributor. You’ll act as the first point of contact for billing concerns and cancellation requests while coordinating closely with internal teams to resolve issues quickly and professionally.
Responsibilities
- Handle 80–100 inbound and outbound calls daily related to past-due balances
- Contact customers via phone and email to resolve delinquencies
- Identify root causes of non-payment and negotiate payment plans within policy
- Research and resolve billing disputes and account discrepancies
- Maintain accurate account notes and documentation
- Manage NSF transactions and bankruptcy-related accounts
- Prepare legal documentation and attend court proceedings when required
- Speak with customers requesting service cancellations or at risk of canceling
- Address complaints and resolve issues to improve customer satisfaction
- Serve as the primary point of contact for all cancellations
- Coordinate with field representatives to manage service terminations and container removals
- Assign and route retention-related tasks to ensure timely follow-up
- Process service agreement renewals and modifications
- Track and share customer insights related to retention trends and competitor activity
Qualifications
- Fluent in English & Spanish (written and verbal)
- Strong communication and organization skills
- Comfortable leading coordination efforts without formal people management
- Confident handling difficult customer conversations
- Detail-oriented with strong follow-through
- Proficient in Microsoft Excel and Word
- Able to thrive in a fast-paced, high-volume call environment
- High school diploma or equivalent
- 5+ years of collections experience
- Call center or high-volume customer service environment
- B2B or commercial collections experience
- Prior lead, senior rep, or “go-to” team member experience
EEO Statement
Summa Staffing Technologies is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.