Winback Specialist - Spanish

About the Role

The Winback Specialist - Spanish is responsible for relationship building with Motive customers, with a specific focus on our Spanish-speaking client base. This position coordinates, executes, and manages programs built to effectively reactivate/recover/retain customers through positive relationship-building, listening to concerns/addressing issues, and educating customers on the value of our products.

A customer-oriented focus is necessary in order to preserve long-term customer satisfaction. This position requires someone that is highly organized, has excellent bilingual communication skills, and demonstrates good judgment.

What You'll Do

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Identify signals of pay-fail at-risk accounts and collaborate with internal teams to remediate and ensure a successful renewal

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Handle a large volume of phone conversations and email inquiries in both English and Spanish

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Maximize customer lifetime value and minimize pay-fail churn risk while increasing overall customer satisfaction and identifying up-sell opportunities

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Build quick rapport with customers and apply both persuasive rebuttal skills and problem-solving strategies while providing solutions

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Problem solving is a must as you quickly identify the root cause of customer issues and work with them to implement fair contract negotiations

What We're Looking For

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Professional fluency in both Spanish and English (written and verbal) is required

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2+ years prior experience in a customer-facing role (sales and/or support)

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Strong ability to build and maintain customer relationships

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Effective listening and problem-solving skills

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Excellent communication and presentation skills in both languages

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Proven ability to manage multiple responsibilities with a high attention to detail and professionalism

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

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The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.

All job postings are for existing vacancies. Please note; some interviews or new-hire training sessions may be held in person at one of our global offices.