CUSTOMER SUCCESS & RETENTION SPECIALIST

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: TYPE OF WORK

Any

: SALARY

$8 per hour

: HOURS PER WEEK

TBD

: DATE UPDATED

Oct 9, 2026

JOB OVERVIEW

About the Role

We are looking for an experienced Customer Success & Retention Specialist to assist customers who have received an impression kit but have not yet started or completed the process.

This is a high-touch, phone-based role that combines customer support, proactive follow-up, troubleshooting, retention, and conflict resolution.

You will help customers understand the process, address their concerns, overcome obstacles, and move toward completion. You will also handle cancellation and refund requests by identifying the underlying concern and exploring appropriate solutions in line with company policies.

We are looking for someone who can balance empathy with confidence, protect the customer experience, and take ownership of each case from initial contact through resolution.

Key Responsibilities
Proactively call customers who have received their impression kits but have not started or completed the process.
Guide customers through the process using clear, patient, step-by-step instructions.
Identify reasons for delays, incomplete kits, cancellations, and refund requests.
Troubleshoot common issues and help customers overcome process-related difficulties.
Address concerns about timing, inconvenience, expectations, product confidence, and completion requirements.
Apply appropriate retention strategies to resolve concerns and prevent avoidable cancellations.
De-escalate frustrated customers while maintaining a professional and empathetic approach.
Explore realistic solutions without making promises outside company policy.
Conduct consistent follow-ups until the customer completes the process or reaches a final resolution.
Document calls, customer concerns, commitments, outcomes, and follow-up dates in the CRM.
Coordinate with internal teams regarding replacement kits, technical support, refunds, and escalations.
Identify recurring customer concerns and recommend ways to improve completion and retention.

Qualifications
Excellent spoken English with clear pronunciation, strong comprehension, and professional phone etiquette.
Previous experience in customer retention, customer success, phone support, healthcare support, complaint resolution, subscription retention, collections, or inside sales.
Strong verbal communication, active listening, and questioning skills.
Proven ability to handle objections, difficult conversations, and cancellation or refund requests.
Ability to remain calm and professional when dealing with upset or frustrated customers.
Strong problem-solving, negotiation, and conflict-resolution skills.
Empathetic but confident in guiding customers toward appropriate solutions.
Experience with CRM systems and case management is an advantage.
Excellent organization, follow-up discipline, and case ownership.
This position is best suited for experienced professionals who can build rapport quickly, uncover the real reason behind customer hesitation, and turn challenging conversations into positive outcomes.

How to Apply
To be considered, please submit BOTH of the following:

Your updated resume highlighting your relevant phone support, customer success, retention, or conflict-resolution experience.
An introduction video discussing your relevant experience, spoken English and phone communication skills, objection-handling abilities, and how you would handle a frustrated customer requesting a cancellation or refund.

Important: Applications submitted without BOTH an updated resume and an introduction video will NOT be considered.

If you have the confidence, patience, and customer retention skills needed to make a difference, we encourage you to apply!

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CUSTOMER SUCCESS & RETENTION SPECIALIST

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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