Virtual Assistant - Retention and Renewal Support

Virtual Assistant (VA) Retention & Renewal Support

Location: Medellín, Colombia (On-site)

Schedule: Monday to Friday | 8:30 AM to 5:30 PM CST

Job Description

We are looking for a Virtual Assistant (VA) to support the Retention team through outbound calls and handling inquiries related to contract renewals. The position is focused on gathering residents' renewal intentions, providing information about the process, and contributing to the increase of retention rates.

Responsibilities

• Perform daily outbound calls to residents with pending renewals.
• Identify and record renewal intention in the system.
• Explain renewal options, terms, and next steps.
• Follow up with residents and encourage timely decisions.
• Handle inbound calls related to renewals and retention.
• Document interactions and escalate complex cases when necessary.
• Meet productivity, quality, and service goals.

Requirements

• Fluent English (verbal and written).
• Minimum 1 year of experience in Customer Service, Call Center, Property Management, or telephone support.
• Experience managing high volumes of inbound and outbound calls.
• Excellent communication and customer service skills.
• Proficiency in Microsoft Office and CRM.
• Organization, attention to detail, and results orientation.

KPIs

• 150 outbound calls daily.
• Resident contact rate.
• Timely follow-up.
• Documentation quality.
• Compliance with service levels.

Competencies

• Effective communication.
• Active listening.
• Persuasion and influence.
• Time management.
• Problem-solving.
• Customer service.

If you are passionate about customer service and motivated by working towards goals, this opportunity is for you.-Requirements- Minimum education: High School / Secondary Education years of experience Languages: English Knowledge: Microsoft excel, Call Center Techniques, Customer service Keywords: ayudante, asistente, auxiliar, aux, auxiliary, assistant, helper, aide, apoyo, support, soporte