[Hiring] Customer Care Associate @Hire Emerald

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. One conversation might involve securing a payment commitment from a past-due customer, another may involve helping a member reconsider a cancellation, and another could turn a customer inquiry into a sales opportunity.

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. This opportunity is ideal for someone who is comfortable on the phone, resilient during challenging conversations, commercially minded, and able to balance excellent customer service with measurable business objectives.

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.

Preferred Qualifications

• 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.

How Success Is Measured

• Past-due customers receive professional follow-up and payment commitments are secured when possible.
• Membership cancellation conversations are handled effectively using approved retention strategies.
• Sales and upselling opportunities are identified and pursued during relevant customer interactions.
• Customers receive responsive and professional support through phone and live chat.
• Account notes remain accurate, complete, and useful.
• Collections, retention, customer service, and sales responsibilities are balanced effectively throughout each shift.
• Customer conversations remain professional and solution-oriented, including during challenging interactions.

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.
• Candidates must be comfortable making outbound calls, discussing past-due balances, handling cancellation conversations, identifying sales opportunities, and moving between service and commercially focused interactions throughout the day.
• Experience in subscription or membership-based businesses is highly valuable, and 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.