Customer Success Specialist

Bilingual Customer Success Specialist (Customer Care & Retention)

Plantation, FL 33317 | Full-Time- M-F | flexible hours

AppleOne Employment Services is partnering with a national leader in the funeral planning and cremation industry to hire an experienced Bilingual Customer Success Specialist for their Plantation, Florida office.

This is an outstanding opportunity for a customer-focused professional who enjoys building relationships, solving problems, and helping customers through important life decisions.

This is NOT a cold-calling sales position. You will work with existing customers who have questions, concerns, billing issues, or are considering canceling services. Your goal is to understand each customer's needs, resolve concerns, and provide solutions that create a positive customer experience while building long-term customer loyalty.

Compensation

• $22.00-$24.00 per hour (based on experience)
• Full-Time
• Opportunity to grow with an established national organization

Schedule

The primary schedule is Monday-Friday.

Because the company supports customers across multiple U.S. time zones, employees must be available to work a flexible schedule. While many days will be traditional daytime hours, team members rotate into later shifts approximately 2-3 days per week, typically 12:00 PM-9:00 PM, to provide West Coast customer support.

Flexibility is required.

What You'll Do

• Provide exceptional customer service to existing customers by phone.
• Handle inbound and outbound calls regarding customer concerns, billing questions, and cancellation requests.
• Listen carefully to understand customer needs and determine the best solution.
• Present available options that help retain customers while delivering outstanding service.
• De-escalate sensitive conversations with professionalism, empathy, and sound judgment.
• Process cancellations accurately when necessary while maintaining compliance with company policies.
• Document customer interactions thoroughly within company systems.
• Collaborate with internal departments to resolve customer issues efficiently.
• Meet individual and team performance goals related to customer satisfaction, quality, and retention.

What Makes You Successful in This Role

We're looking for someone who genuinely enjoys helping people and takes pride in delivering an exceptional customer experience.

Successful candidates are able to:

• Build rapport quickly over the phone.
• Remain calm and professional during challenging conversations.
• Think critically and solve problems.
• Multitask while navigating multiple computer applications.
• Learn new systems quickly.
• Maintain exceptional attention to detail while documenting customer interactions.

Qualifications

Required

• Fluent in English (bilingual Spanish preferred, not required)
• Minimum 3 years of customer service, customer success, account management, retention, member services, or high-volume call center experience
• Strong proficiency in Microsoft Office is required, including:
• Microsoft Excel
• Microsoft Word
• Microsoft Outlook
• Microsoft PowerPoint
• Experience working with CRM or customer management systems
• Excellent verbal and written communication skills
• Strong conflict resolution and problem-solving abilities
• Ability to multitask while working in multiple computer systems simultaneously
• Professional phone etiquette and outstanding customer service skills
• Highly organized with excellent attention to detail

Ideal Background

Candidates with experience in any of the following are encouraged to apply:

• Customer Success Specialist
• Customer Relations Specialist
• Customer Care Representative
• Client Services Representative
• Member Services Representative
• Account Manager
• Account Specialist
• Customer Retention Specialist
• Insurance Customer Service Representative
• Healthcare Member Services Representative
• Banking Customer Service Representative
• Financial Services Customer Service Representative
• Call Center Representative
• Loyalty Specialist

Why You'll Love This Opportunity

• Join an established, nationally recognized organization.
• Make a meaningful impact by helping customers during important life decisions.
• Work in a professional, team-oriented environment.
• Stable full-time position with opportunities for growth and advancement.
• Competitive hourly pay based on experience.