Client Retention Specialist (Part-Time)

Client Retention Specialist (Part-Time) About Us We're MBTek, a growing company in the HVAC industry dedicated to delivering high-quality heating and cooling solutions to clients worldwide. As we expand, we're looking for a skilled Client Retention Specialist to help us maintain and strengthen relationships with our most valued customers. About the Role This is a critical customer-facing position focused on preserving relationships with high-value clients—especially when they face technical, installation, or service challenges. Your mission is to turn dissatisfied clients into loyal advocates through empathy, structured problem-solving, and effective coordination across departments. Key Responsibilities Act as the final point of contact for escalated or distressed customers. De-escalate high-tension situations using active listening, empathy, and clear communication. Offer tailored resolutions such as troubleshooting, service dispatch, or fair compensation. Identify root causes behind client issues and share feedback with internal teams (Support, Sales, Product). Coordinate cross-department actions to ensure resolutions are executed efficiently. Document all client interactions, resolutions, and outcomes in the CRM system. Requirements Experience: 2+ years in client retention, escalation management, or customer service. Education: Background in Psychology, Business, or Engineering preferred. Language: Fluent or near-native English (spoken and written). Skills: Strong emotional intelligence and conflict resolution abilities. Excellent communication and negotiation skills. Analytical mindset for identifying root causes and improvement opportunities. Comfortable learning basic technical concepts (HVAC knowledge is a plus). Tools & Platforms You'll work primarily with Shopify, HubSpot, and Katana, along with other internal tools. Previous experience with these is a plus but not required — full training will be provided. Work Schedule Part-time: 4 hours per day Preferred schedule: 1 PM – 5 PM EST (flexible; morning availability also possible) Compensation 💰 $600–$900/month depending on experience and background. Long-term position with potential for growth. Performance Indicators Success in this role will be measured by: Client satisfaction and retention rates Quality and timeliness of issue resolution Feedback from internal teams Please submit english CV

We're MBTek, a growing company in the HVAC industry dedicated to delivering high-quality heating and cooling solutions to clients worldwide.