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Company Description

NewCallHQ —

A fast-growing team providing customer support, retention, welcome calls and sales for products in the health and wellness space, as well as prepper products like thermal blankets, hand warmers etc. NewCallHQ combines lean processes and technology-driven workflows to help clients improve service efficiency and customer satisfaction.

Your Role

As a Retention Specialist, you will handle inbound cancellation and refund-related calls, working to save the sale, or subscription - no matter what. Retain customers and improve long-term customer satisfaction. You’ll use empathy, problem-solving, and proven retention strategies to turn frustrated customers into loyal ones.

You’ll be supporting customers and clients who are mainly in the health and wellness space.

Key Responsibilities

• Handle inbound retention and cancellation calls
• Prevent refunds and cancellations using objection handling and save-the-sale techniques
• Be proactive and creative to find solutions to save the customer
• De-escalate upset or frustrated customers with empathy and professionalism
• Offer appropriate solutions such as alternative products, discounts, shipping adjustments, or education
• Reinforce product value, usage, and expected results
• Accurately document call outcomes, retention offers, and resolutions
• Meet or exceed retention KPIs, including save rate and customer satisfaction
• Collaborate with sales and customer support teams to improve retention outcomes

Required Qualifications

• 1+ year of experience in retention, customer success, call center, phone sales, or customer support
• Prior remote or work-from-home experience
• Strong objection-handling and negotiation skills
• Ability to remain calm and professional with upset customers
• Excellent verbal communication and active listening skills
• Comfortable following scripts while adapting naturally
• Highly reliable, punctual, and self-motivated

Preferred Qualifications

• Experience with save-the-sale or cancellation prevention
• Refund retention or account retention experience
• Health, wellness, or dietary supplement industry background

Familiarity with retention metrics such as save rate, churn, and CSAT