Resolution and Retention Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage cancellations for subscriptions, orders, and product returns.

• Determine the main reasons customers wish to cancel or return products.

• Implement Save-a-Sale techniques and offer suitable retention solutions.

• Handle incoming communications via phone, email, chat, and other customer channels.

• Conduct outbound follow-ups on any unresolved cancellation or return inquiries.

• Ensure customer cases are followed through to resolution.

• Offer product education and assist with troubleshooting issues.

• Process cancellations and returns in accordance with company policy when retention is not viable or declined.

• Work towards achieving targets related to saved orders, retained subscriptions, save rates, and retained revenue.

• Document customer issues, offers made, outcomes, cancellations, returns, and follow-up actions.

• Relay recurring trends and customer insights to leadership.

• Engage in coaching, training, team discussions, and performance evaluations.

• Collaborate with Product Protocol Specialists and the Customer Happiness teams.

• Remain informed about policies, products, promotions, subscription options, return procedures, and authorized offers.

⛳️ Requirements

• Over 1 year of experience in customer service, retention, outbound sales, collections, or other customer-facing roles (preferred).

• Excellent verbal and written communication abilities.

• Proficient in managing both inbound and outbound customer interactions.

• Strong active listening skills.

• Capable of recommending solutions and conveying their value empathetically and professionally.

• Good judgment and problem-solving capabilities.

• Comfortable in a performance-oriented, commission-based environment with measurable retention objectives.

• Ability to handle objections and navigate challenging customer conversations.

• Keen attention to detail and strong documentation practices.

• Familiarity with CRM, customer service, or contact-center software (preferred).

🏝️ Benefits

• Hourly wage supplemented by commission/incentives for successfully retained orders and subscriptions.

• Extensive training on products, systems, Save-a-Sale methodologies, and customer experience standards.

• Continuous coaching and support.

• Opportunities for career advancement.

• Fully remote work option.