⭐ Who we are
Lodgify is not just any startup, we're a fast-growing company leading the vacation rental industry with our innovative software. And we raised $30M to do exactly that!
Our platform empowers property owners and managers to efficiently manage and market their rental businesses online. We are an international team of more than 350 people and over 60 different nationalities, founded in the heart of sunny Barcelona.
⭐ Role Overview
We’re on the lookout for a Retention Agent, to join our Customer Success team in a fully remote position.
As a Retention Agent, you will have a key role in improving the company’s revenue. You will be responsible for managing collections activities to reduce overdue amounts, upgrade existing customer accounts, and cover all aspects of collections activity including cash collection, customer relations, account management, and reporting.
⭐ How will you make an impact?Upgrades & downgradesHandle all ticket and call inquiries regarding subscription upgrades or downgrades. Provide assistance and guidance to customers throughout the process, ensuring thorough responses to all their questions.
Payment issuesHandle all tickets and calls concerning payment-related issues, including changes to credit cards and the presence of incorrect credit card information.
Billing QuestionsAddress all inquiries via email and phone regarding billing matters, such as modifications to invoices, locating invoices, upcoming renewal dates, and the process for reactivating accounts.
Fee Collection & questionsAid in the retrieval of overdue fees by reaching out to customers through calls and written communication. Additionally, respond to inquiries related to fees, ensuring that customers receive accurate and comprehensive answers.
Subscriptions Collection & questionsReach out to customers with outstanding payments and ensure you provide them with appropriate solutions to encourage their continued association with the company. In the event they express a desire to discontinue, oversee the cancellation process and collect valuable feedback.
Phone callsThe position involves engaging in phone conversations with customers worldwide. The majority of the tasks outlined above will be addressed via phone, as it is the preferred mode of communication for customers in these instances.
⭐ What makes you a great fit?You are confident and enjoy proactively reaching out to customers and negotiating with them by phone 😉Fluent English level. (This means excellent written and verbal communication skills). Proficiency in any other language is a plus!1+ year of related working experienceExperience in Customer success or sales calls is a plusStrong organizational and negotiation skillsGreat adaptability and proactivityComfortable with technology: Lodgify is a start-up, so you will be expected to contribute proactively to the company’s success and show a willingness to help improve our product.Why you’ll love us:
You’ll be part of a growing, dynamic company with a truly international team. At Lodgify, we are full of contagious energy, hard work, and passion for what we do. We celebrate diversity and are proud to acknowledge a variety of backgrounds, perspectives and skills in our team; committed to creating a workplace where everyone is heard and feels a sense of belonging.
What's in it for you?
🌎 The freedom to work from home.
💰Salary in EUR/USD!
🖥️ We understand the importance of having the right tools for the job, especially in a remote setting: Expense Coverage for Computers & Gadgets.
💟 Great culture & working environment with an international team of over 60 different nationalities.
🎉 Travel to our yearly team-building events at company's expense.
🤑 Boost your earning potential with our referral program that offers paid compensation.
📈 Dive into a career adventure with endless opportunities for growth and development.
💥 Spice up your remote work routine with a dash of fun! Join us for virtual team activities.
So, what are you waiting for? Apply now!
All applications and CVs must be submitted in English 😉
