Bilingual Retention Specialist

All American Home Care is seeking a confident, and relationship-focused Bilingual Retention Specialist to help maintain strong relationships with our clients and caregivers, address concerns effectively, and promote long-term client satisfaction and retention. This role requires strong communication, problem-solving, and relationship-building skills. We are looking for someone who can confidently handle challenging conversations, address client and caregiver concerns, find effective solutions, and build lasting relationships through exceptional service and professionalism.

Key Responsibilities

• Build and maintain strong relationships with clients, families, and caregivers to ensure a positive experience with the agency.

• Develop and maintain strong client relationships through effective communication, problem-solving, and personalized retention strategies that promote client satisfaction. 

• Address client and caregiver concerns with professionalism, empathy, and a strong focus on resolving issues.

• Handle difficult conversations and complaints while remaining calm, confident, and solution-oriented.

• Work closely with internal departments to address service concerns, improve communication, and prevent unnecessary service disruptions.

• Follow up with dissatisfied clients and caregivers to ensure their concerns have been addressed and confidence in the agency has been restored.

• Identify recurring concerns or patterns of dissatisfaction and take proactive steps to strengthen client and caregiver relationships and support long-term retention.

• Use strong communication, negotiation, and problem-solving skills to resolve conflicts and maintain positive relationships.

• Take ownership of assigned concerns and follow through until an appropriate resolution has been reached.

• Maintain accurate records of client and caregiver interactions, concerns, actions taken, and outcomes.

• Manage multiple conversations, priorities, and follow-ups in a fast-paced environment.

• Support the agency's efforts to improve client satisfaction, strengthen caregiver relationships, and reduce client and caregiver turnover.

Qualifications

• Minimum 2 years of experience in customer retention, customer relations, complaint resolution, or a customer-facing role preferred.

• Demonstrated ability to handle difficult customers, resolve complaints, and influence positive outcomes.

• Bilingual English/Spanish (required)

• Strong communication, active listening, persuasion, and conflict-resolution skills.

• Ability to remain composed and professional under pressure.

• Strong problem-solving skills and the ability to take ownership of complex situations.

• Comfortable handling high volumes of calls, follow-ups, and sensitive conversations.

• Strong organizational skills and attention to detail.

• Ability to work collaboratively with multiple departments.

• Experience in home care, healthcare, insurance, telecommunications, or customer retention environments is a plus.

  
  

Join All American Home Care and help us strengthen the relationships that matter most.