Bilingual Customer Engagement & Retention Specialist

About the role

A remote position in the Dominican Republic for a bilingual Customer Engagement & Retention Specialist, working with English- and Spanish-speaking customers. This is not a traditional sales role: candidates build genuine connections, learn about customers' lifestyles and wellness goals, and recommend suitable vitamin blends from an extensive product catalog. The role combines inbound customer service, retention calls, win-back calls to previously canceled customers and cold calls to prospects, with the aim of retaining subscribers, generating repeat orders and building a personal customer portfolio.

Key responsibilities

• Build rapport through natural, engaging conversations and establish trust with customers.
• Handle inbound inquiries, subscription concerns, order questions and general support.
• Manage cancellation requests by understanding concerns, addressing objections and offering solutions to retain subscriptions.
• Reconnect with previously canceled customers and encourage them to resume subscriptions when appropriate.
• Initiate conversations with prospects, identify their interests and introduce relevant products.
• Recommend vitamin blends suited to customers' lifestyles, preferences and wellness goals, based on approved product information.
• Maintain a personal portfolio of customers to encourage repeat purchases and long-term loyalty.
• Communicate confidently and professionally in both English and Spanish.

Required profile

• Excellent spoken English and Spanish, with natural, confident communication in both languages.
• Strong conversational skills, empathy, active listening and the ability to handle objections and sensitive cancellation conversations.
• Self-motivated, resilient and able to work independently while contributing to team goals.
• Willingness to learn extensive product information, company processes and internal systems.
• Previous experience in customer service, customer retention, telesales or outbound calling is an advantage.
• 100% attendance expected during the first 120 days, with known PTO or absences disclosed before training; candidates must commit to the agreed training schedule and working hours.

Required skills

• Remote work setup: Windows 11 or macOS, minimum 16 GB RAM, Intel Core i5 / AMD Ryzen 5 / Apple M1 or higher processor.
• Hardwired Ethernet connection (Wi-Fi not accepted as the primary connection) at approximately 100 Mbps download and upload.
• High-quality headset and a quiet, professional workspace; a second monitor is highly recommended.

What we offer

• Base pay plus uncapped commission opportunities tied to retention, repeat orders and relationship management.
• Comprehensive training on company systems, product knowledge and customer engagement.
• The chance to build and manage your own portfolio of customers.