Resolution and Retention Specialist

Job not on LinkedIn

🔥 18 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🔄 Customer Retention Specialist

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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HERO

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2013

🏥 Healthcare

💼 Consulting

📚 Education

Healthcare • Consulting • Education

HERO is a direct response marketing company that excels in creating compelling products and marketing strategies in the health, beauty, fitness, and personal relationships sectors. They focus on producing effective materials such as ads, funnels, and emails that convert leads into loyal customers, constantly refining their approach based on data-driven insights. With a remote team since its inception in 2007, HERO prides itself on a culture of dedication, innovation, and personal growth, ensuring team members are both challenged and rewarded in their work.

📋 Description

• Handle subscription cancellations, order cancellations, and product returns • Identify the primary reason customers want to cancel or return • Apply Save-a-Sale strategies and present appropriate retention options • Manage inbound phone, email, chat, and other customer contacts • Complete outbound follow-up on unresolved cancellation or return requests • Follow customer cases through resolution • Provide product education and troubleshooting • Process cancellations and returns according to company policy when retention is inappropriate or declined • Work toward goals for orders saved, subscriptions retained, save rate, and revenue retained • Document customer concerns, offers, outcomes, cancellations, returns, and follow-up activity • Share recurring trends and customer feedback with leadership • Participate in coaching, training, team discussions, and performance reviews • Collaborate with Product Protocol Specialists and Customer Happiness teams • Stay current on policies, products, promotions, subscription options, return procedures, and approved offers

🎯 Requirements

• 1+ year of customer service, retention, outbound sales, collections, or other customer-facing experience (preferred) • Strong verbal and written communication skills • Comfortable handling inbound and outbound customer interactions • Strong active-listening skills • Ability to recommend solutions and explain their value empathetically and professionally • Strong judgment and problem-solving skills • Comfortable working in a performance-driven, commissioned environment with measurable retention goals • Ability to manage objections and difficult customer conversations • Strong attention to detail and accurate documentation skills • Experience using CRM, customer service, or contact-center software (preferred)

🏖️ Benefits

• Hourly pay plus commission/incentives for successfully saved orders and subscriptions • Comprehensive training on products, systems, Save-a-Sale strategies, and customer experience standards • Ongoing coaching • Opportunities for professional growth • Fully remote work arrangement