Customer Care Associate – Collections, Retention & Sales

Customer Care Associate – Collections, Retention & Sales

Work Arrangement: Fully Remote

Employment Type: Full-Time Contractor

Industry: Retail & E-commerce / Fitness & Wellness

Compensation: $900–$1,300 USD/month

Schedule:
Monday–Friday | 9:00 AM–5:30 PM Eastern Time

Our client is a growing fitness, wellness, and technology company focused on making engaging workout experiences accessible through connected fitness products and digital memberships.

The business combines fitness equipment with a technology-driven membership experience that includes live and on-demand workouts, instructor-led classes, personalized training features, entertainment, and multiple workout formats.

Operating at the intersection of fitness, e-commerce, technology, and subscription services
, the company places a strong emphasis on creating a positive customer experience throughout the entire relationship—from purchase and membership activation through ongoing support and retention.

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.

• 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.

• 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.

• 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.

• 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…