Customer Experience & Retention Specialist (Remote - South America)

Location: Remote (Applicants must be based in South America)

Type: Independent Contractor

Pay: $1,200 USD/Month

The Opportunity

Are you a high-energy professional looking to partner with a growing U.S.-based company? Lion CX Management is a premier BPO provider in the United States, and we are looking for dedicated Independent Contractors in South America to lead our frontline customer experience.

As an independent contractor, you will manage your own workspace while providing elite "5-star" service, sales, and retention support to our residential and commercial clients. You may provide customer experience support across multiple brands within our portfolio.

Contract Duration & Future Opportunity

- Initial Status: This is a temporary independent contractor position.
- The Potential: We are looking for long-term individuals to join our team as independent contractors. For contractors who demonstrate high efficiency, 5-star customer service, and strong sales results, there is the potential for an official, long-term offer in October 2026.
- Evaluation: Performance will be reviewed throughout the term on a monthly basis, with a final decision regarding a permanent role made in the fall based on volume.

Schedule & Time Zone Alignment

Our customers are located in the United States, and contractors supporting this role typically provide coverage during U.S. Mountain Time business hours. To effectively support customer interactions, contractors should plan their availability to align with the following service windows:

- Monday - Friday: 7:00 AM - 5:00 PM Mountain Time
- Saturday: Coverage may also be needed between 8:00 AM - 2:00 PM Mountain Time depending on customer demand.

Contractors should be prepared to adjust their local availability twice per year, due to U.S. Daylight Saving Time, in order to remain aligned with the U.S. schedule. Below is an example of how this aligns with standard UTC-5 (e.g.,



Colombia, Peru, Ecuador):

Season

US Timezone

Example Local Start Time (UTC-5)

Example Local End Time (UTC-5)

"Summer"

MDT (UTC-6)

8:00 AM

6:00 PM

"Winter"

MST (UTC-7)

9:00 AM

7:00 PM

Saturday coverage windows may fall within:

- March - November: 9:00 AM - 3:00 PM (UTC-5)
- November - March: 10:00 AM - 4:00 PM (UTC-5)

Note: Vigente availability expectations will be coordinated with the contractor based on customer demand, service needs, and your specific local time zone.

Scope of Services

- Frontline Communication: Handling inbound calls, web chats, and texts for new account setups, scheduling, and billing.
- Inside Sales: Actively converting inquiries into new service accounts by explaining the value of our pest control solutions.
- Account Retention: Handling customer cancellation requests to retain our existing customer base and keep our customers happy and satisfied with our services.
- Account Management: Making outbound calls for service follow-ups, rescheduling, and payment reminders.
- Administrative Tasks: Maintaining organized records and ensuring all scheduling is efficient and accurate.

Requirements for Your Home Office

As an independent contractor, you are responsible for providing your own equipment:

- High-Speed Internet: Reliable, high-speed internet connection (Fiber preferred) is required (minimum 20Mbps download). A secondary backup data source (LTE/Mobile Data) is highly recommended.
- Quiet Workspace: A dedicated, noise-free home office environment.



Our "5-Star" service goal requires a professional background.
- Hardware: A computer capable of running browser-based call center software smoothly, such as an i5 processor or higher, at least 8GB RAM, and a high-quality noise-canceling USB headset.
- Reliable Power & Connectivity: Due to the nature of real-time call center operations, it is required that you have a reliable backup power solution (such as a UPS or inverter) to remain online and available during any local power outages.
- Elite Communication: Strong English communication skills, both verbal and written.

Contractor Details

- This is an Independent Contractor agreement.
- Contractors are strictly responsible for their own tax obligations and reporting to their local tax authorities.
- Payment is made via Wise.

Performance & Growth

- Call Excellence: We look at standard metrics like average handle time and one-call resolution to ensure our customers are getting timely help without needing to call back.
- Retention Metrics: Your performance will be partially based on your retention rate—the percentage of customers who choose to stay with the pest control client after speaking with you.
- Up-Selling: Rather than "cold calling," you will identify gaps in a customer’s current service and recommend products that genuinely improve their experience.

We prioritize internal promotions, and high-performing agents are frequently fast-tracked for team lead, quality assurance, or trainer roles as we continue to expand.

How to Apply

If you are efficient, organized, and ready to thrive in a fast-paced environment, please submit your resume along with an internet speed test, typing test results, and an introduction video!

- Typing Test Link:

We are looking to partner with individuals who take pride in providing world-class service!

Job Types: Temporary, Contract
Contract length: 3 months

Pay: $1,796,300.00 per month

Work Location: Remote

📌 Customer Experience & Retention Specialist (Remote - South America) (Argentina)
🏢 Lion CX Management
📍 Argentina