[Hiring] Customer Care Associate @Entrepreneur Cooperative

Role Description

We are looking for confident and customer-focused Customer Care Associates who can successfully handle collections, membership retention, customer support, live chat, and sales within the same role. This is a dynamic position where every customer interaction may be different. You'll communicate primarily through phone and live chat, handle both inbound and outbound interactions, maintain accurate account records, and adapt your approach to each customer's situation.

What You'll Do

• Collections & Retention
  • Make outbound calls to customers with past-due accounts.
  • Professionally discuss outstanding balances and work to secure clear payment commitments.
  • Navigate potentially difficult financial conversations with confidence and professionalism.
  • Contact customers who have requested to cancel their membership.
  • Understand the reasons behind cancellation requests and use approved retention offers and save strategies when appropriate.
  • Communicate membership value naturally and persuasively while maintaining a positive customer experience.
• Sales & Customer Support
  • Monitor live chat and respond to customer questions in real time.
  • Resolve customer issues and provide accurate information.
  • Identify potential sales and upselling opportunities during customer conversations.
  • Conduct proactive outbound calls to customers who have demonstrated interest but have not yet purchased.
  • Transition naturally between customer service and sales conversations based on customer needs.
• Customer Records & Multichannel Support
  • Maintain accurate notes for every phone and chat interaction.
  • Ensure customer records provide a clear history for future interactions.
  • Work within CRM and/or ticketing systems to document customer activity.
  • Manage phone conversations, live chat, and account documentation efficiently throughout the day.
  • Type and update customer information accurately while communicating with customers.

Qualifications

• Previous phone-based experience in collections, retention, sales, or customer service.
• Confidence handling difficult customer conversations professionally.
• Strong verbal communication and active listening skills.
• Ability to remain persistent and professional when customers decline an offer or initially say no.
• Strong multitasking skills, particularly when balancing phone, chat, and account documentation.
• Comfortable following scripts, retention structures, and approved offers while maintaining a natural conversational style.
• Basic experience with CRM systems, ticketing platforms, or similar customer management tools.
• Ability to type and document information accurately while speaking with customers.
• Availability to work Monday–Friday, 9:00 AM–5:30 PM Eastern Time.

Requirements

• Experience across more than one of the following areas: collections, retention, sales, and customer service.
• Previous experience with a subscription or membership-based business, such as fitness, SaaS, streaming, or another recurring-revenue environment.
• Demonstrated success against collections, retention/save-rate, or sales targets.
• Experience handling both inbound and outbound customer interactions.
• Previous live-chat customer support experience.

Benefits

• 100% remote opportunity from Argentina, Brazil, Costa Rica, or Colombia.
• Join a growing business operating at the intersection of fitness, technology, e-commerce, and membership services.
• Build valuable experience across collections, retention, customer care, and sales rather than performing only one type of support.
• Work with customers across both phone and digital communication channels.
• Have a direct impact on customer retention and overall business performance.

Important Notes

• This is a multi-function customer care role, not a traditional customer-service-only position.
• Experience in subscription or membership-based businesses is highly valuable.
• Candidates with measurable collections, retention, or sales results should be prepared to discuss those results during the selection process.
• This is a remote/telecommute position.