Customer Retention & Reputation Coordinator

Remote

Full Time

Experienced

Turn calls into connections and reviews into wins—join us as a Customer Retention & Reputation Coordinator.

We’re looking for a Customer Retention & Reputation Coordinator to manage high-impact customer touchpoints across online reviews, social engagement, and outbound retention calls for a fast-growing, multi-location U.S. consumer services brand.

This is a sales-leaning, execution-focused role where you’ll engage unhappy or at-risk customers and confidently persuade them to stay through empathetic, persuasive communication. You’ll work within CRM and reputation tools, follow established playbooks, and help build a new outbound retention program from the ground up—ideal for someone with strong phone confidence who thrives in a fast-paced, results-driven environment.

Important note: This role requires working U.S. business hours (EST) and handling high-volume outbound calls as part of daily responsibilities.

📍 Work Setup
   •   100% Remote
   •   Starts at PHP 75,000 per month
   •   Full-time | US Eastern Time Zone

🌟 What You'll Do

Reputation Management & Customer Feedback

Monitor and respond to customer reviews across platforms (Google, Yelp, Facebook, BBB, etc.)
Follow response guidelines to de-escalate issues and protect brand reputation
Triage feedback by location and urgency, escalating issues when needed
Ensure reviews and customer tickets are addressed within 24–48 hours
Use AI-assisted reputation tools to draft and refine responses

Social Media Community Engagement

Monitor comments and messages on Facebook and Instagram
Respond to customer inquiries or escalate issues based on playbooks
Track recurring complaints, questions, and sentiment trends
Share weekly insights on customer pain points by location or theme

Outbound Retention Calling (Sales-Focused)

Execute high-volume outbound calls to at-risk or recently churned members
Persuasively pitch membership benefits, address objections, and save customers
Adapt to evolving scripts, offers, and retention strategies
Log call outcomes, notes, and follow-ups accurately in the CRM
Work toward save-rate targets (approximately 10%)

Process Improvement & Coordination

Coordinate with internal stakeholders to ensure customer issues are resolved and closed-looped
Help document and improve workflows, scripts, FAQs, and escalation paths
Maintain clean CRM records to support reporting and daily call lists
Contribute to weekly reporting on customer sentiment and churn drivers

✅ Must-Haves

Experience in customer support, call center, customer success, or retention-focused roles
Strong persuasive and sales communication skills, with confidence handling objections and closing conversations over the phone
Excellent spoken and written English, with a calm, professional tone in public-facing channels
Experience using a CRM or ticketing system to log calls, notes, and customer interactions
Highly organized and able to manage multiple work queues (reviews, social messages, outbound calls)
Proactive, resourceful, and comfortable working in fast-paced, ambiguous environments
Customer-first mindset with strong attention to detail
Availability to work U.S. EST hours (8:00 AM–5:00 PM EST)

⚠️ Nice-to-Have

B2C or consumer-facing experience
Background in subscription, membership, or retention-focused roles
Experience handling online reputation management for multi-location brands
Social media comment moderation or community management experience
Familiarity with CRMs and messaging platforms (training provided)
Experience with retail, automotive, home services, or hospitality brands

💸 Compensation and Benefits

Monthly Salary: starts at PHP 75,000 + retention incentive per successful customer save
Attendance Bonus: $25 per month for perfect attendance
Performance Bonus
Anniversary Bonus
Referral Bonus: $300 per successful referral
Paid Time-Off (PTO):
- 7 days Holiday PTO
- 6 days Regular PTO
Healthcare Plan Provided
Parental Leave

🚀 Why Join Us
If you enjoy talking to customers, solving problems, and winning people back, this role gives you real ownership, measurable impact, and the chance to help build a retention program from scratch. If sales-driven customer work energizes you, we’d love to hear from you. Apply now!

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Customer Retention & Reputation Coordinator

🌟 What You'll Do

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