Customer Retention Specialist

This is a remote position.

We are looking for a customer-focused and reliable Customer Retention Specialist to support our gym operations. The ideal candidate has strong communication skills, enjoys engaging with customers, and is confident in making outbound calls to members who are not actively using the gym to encourage continued membership engagement and retention.

Key Responsibilities:

• Make outbound calls to members who are not actively using the gym
  
• Encourage inactive Members to return and utilize gym services
  
• Build strong relationships with members and Provide excellent customer service
  
• Identify member concerns or reasons for inactivity and Provide appropriate solutions
  
• Promote gym programs, memberships, and special offers when applicable
  
• Maintain accurate records of customer interactions and follow-ups
  
• Coordinate with internal teams regarding member concerns and retention efforts
  
• Meet daily and weekly call or retention goals
  
• Assist in improving overall member satisfaction and engagement
  

Requirements

Requirements:

• Previous experience in customer service, retention, sales, or call center roles is preferred
  
• Excellent verbal and written English communication skills
  
• Comfortable making outbound calls and speaking with customers daily
  
• Strong interpersonal and relationship-building skills
  
• Ability to handle customer concerns professionally and positively
  
• Goal-oriented with the ability to meet call and retention targets
  
• Strong organizational and multitasking skills
  
• Proficient in using CRM systems, Google Workspace, or similar tools
  
• Reliable internet connection and a quiet working environment (for remote setup)
  
• Gym, fitness, or membership-based industry experience is a plus but not required