Remote Customer Retention Specialist — Save & Delight Customers

Zohorecruit; United States; Remote; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) with match

Flexible PTO

Performance-based bonuses

Discounts on HBI products

Job summary

Healthy Back Institute is seeking a Customer Retention Specialist to handle cancellation conversations by phone, diagnose underlying reasons, and offer the right solution from approved options. The role focuses on respectful, data-driven decisions and clear documentation.

A supervisor provides coaching to follow a defined playbook. Ideal candidates have phone experience in retention, proven results, and strong objection handling.

Qualifications

• Phone experience in retention, save desk, inside sales, or customer service.
• Proven results and numbers from your last phone role.
• Experience handling objections and presenting alternatives without pressure.
• Ability to work across CRM, order system, and phone platform with clean notes.

Responsibilities

• Take inbound cancellation calls Monday through Friday, 8:00am to 5:00pm CST.
• Diagnose the real reason behind every cancellation before offering a solution.
• Work through approved options (timing, pausing, education, or pricing) as applicable.
• Process cancellations respectfully and efficiently when decided by the customer.
• Handle refund requests and present alternatives (store credit when fitting).
• Capture notes and codes for reporting; assist with peak queue and CRM transitions.

Skills

Phone experience

Results you can point to

Objection handling

Multi-system accuracy

Communication

Remote readiness

Eligibility to work in US

Education

High school diploma or equivalent

Job description

Healthy Back Institute is seeking a Customer Retention Specialist to handle cancellation conversations by phone, diagnose underlying reasons, and offer the right solution from approved options. The role focuses on respectful, data-driven decisions and clear documentation.

A supervisor provides coaching to follow a defined playbook. Ideal candidates have phone experience in retention, proven results, and strong objection handling.