As a Retention Specialist, you will be responsible for managing and improving customer retention by addressing concerns regarding product returns, service cancellations, and refunds, while also ensuring you can persuade the customer to keep the product by educating them about its benefits in relation to their health condition.

You will use your exceptional communication and problem-solving skills to turn potentially negative experiences into positive outcomes, ensuring customer satisfaction while contributing to the company's retention goals.

• Handle customer interactions with the goal of retaining customers considering a service cancellation or product return.
• Resolve return and refund requests professionally and efficiently, ensuring customer satisfaction and minimizing churn.
• Collaborate with the Support and Sales teams to enhance the overall customer experience and reduce the need for returns.
• Track and analyze customer interactions to identify areas for process improvement and increased retention.
• Meet and exceed key performance metrics related to customer retention, satisfaction, and loyalty.
• Provide feedback and insights to refine customer retention strategies and policies.

• Minimum of 2 years of experience in a customer retention role, ideally within an eCommerce or customer service setting
• Proven success in handling returns, processing refunds, and turning cancellations into customer wins
• Hands-on experience with CRM and support tools such as Shopify, Gorgias, and Vonage
• Exceptional communication skills with the ability to de-escalate issues and retain customers through persuasive, empathetic dialogue
• High emotional intelligence, strong problem-solving skills, and the ability to adapt quickly in a fast-paced environment
• Comfortable working with performance metrics and retention targets in a goal-oriented role