Resolution & Retention Agent

Position Overview

As a Resolution & Retention Agent, you will help customers who are considering canceling an order or subscription or returning a product. Your primary goal is to understand why the customer wants to cancel or return and apply our Save-a-Sale strategy to identify an appropriate solution that may allow us to retain the customer, subscription, or order.

This is a combination of customer service, problem-solving, and sales/retention. Rather than simply processing a cancellation or return request, you will listen carefully to the customer's concern, identify the underlying reason for the request, and match that reason with the most appropriate save option.

You will work with customers through a combination of inbound and outbound contacts. Some customers will reach the Resolution Team directly through our inbound channels, while others will be assigned to you for follow-up after initially interacting with our AI Customer Happiness Agent.

This is a commissioned position. In addition to hourly pay, Resolution & Retention Agents are eligible to earn incentives for successfully saved orders and subscriptions.

Key Responsibilities

Customer Resolution & Save-a-Sale

• Handle customer requests involving subscription cancellations, order cancellations, and product returns.

• Identify the customer's primary reason for wanting to cancel or return before determining the appropriate resolution.

• Apply the company's established Save-a-Sale strategy based on the customer's specific concern and circumstances.

• Present relevant save options that may include adjusting shipment timing or frequency, modifying product quantity, offering an approved discount, providing product education or troubleshooting, or other approved retention solutions.

• Clearly explain the value and benefits of available options without pressuring the customer or creating unnecessary friction.

• When a save is not appropriate or the customer declines the available options, complete the cancellation or return process according to company policy.

Inbound & Outbound Customer Contact

• Manage customer conversations across assigned inbound channels, including phone, email, chat, and other supported communication channels.

• Complete assigned outbound follow-up with customers whose cancellation or return request began through our AI Customer Happiness Agent or another customer service channel.

• Be equally comfortable responding to incoming customer requests and proactively reaching out to customers to complete unresolved requests and retention opportunities.

• Follow through on assigned customer cases until the appropriate resolution has been reached.

Customer Needs Assessment & Problem-Solving

• Ask thoughtful questions and actively listen to understand the customer's reason for canceling or returning.

• Recognize common concerns such as cost, excess product, shipment frequency, product usage, expectations, subscription confusion, or other barriers to continued use.

• Use good judgment to determine which approved save strategy best addresses the customer's actual concern, rather than making the same offer to every customer.

• Provide accurate product education and guidance when additional information may help resolve the customer's concern.

• Recognize situations where a retention attempt is not appropriate and follow company procedures for cancellations, returns, escalations, adverse reactions, or other special circumstances.

Retention Performance

• Work toward individual and team goals for orders saved, subscriptions retained, save rate, and revenue retained.

• Make appropriate save attempts on eligible cancellation and return requests according to company guidelines.

• Accurately record whether a save was attempted, the offer made, whether it was accepted or declined, and the final customer outcome.

• Participate in coaching and performance reviews designed to improve save effectiveness, customer experience, and overall retention results.

• Earn commission or incentives on eligible successfully saved orders and subscriptions according to the company's current incentive program.

Documentation & Follow-Through

• Accurately document customer concerns, save offers, outcomes, cancellations, returns, and follow-up activity in company systems.

• Maintain clear records so that another team member can easily understand what occurred and what actions have already been taken.

• Identify recurring cancellation or return trends and share useful customer feedback with leadership.

• Take ownership of assigned customer requests and ensure they are fully resolved rather than leaving unnecessary open issues for another team member.

Team Collaboration & Continuous Improvement

• Participate in team discussions, coaching, and training to strengthen retention strategies and customer communication.

• Share successful approaches and customer insights that may help improve team save performance.

• Stay current on company policies, Save-a-Sale strategies, products, promotions, subscription options, return procedures, and approved customer offers.

• Collaborate with Product Protocol Specialists and other Customer Happiness teams when additional expertise or support is needed.

Skills & Qualifications

• Preferred: 1+ year of customer service, retention, outbound sales, collections, or other customer-facing experience.

• Strong verbal and written communication skills.

• Comfortable handling both inbound and outbound customer interactions.

• Strong active-listening skills with the ability to uncover the reason behind a customer's request.

• Ability to confidently recommend solutions and explain their value while remaining empathetic and professional.

• Strong judgment and problem-solving skills, with the ability to match customer concerns to appropriate solutions.

• Comfortable working in a performance-driven, commissioned environment with measurable retention goals.

• Ability to manage objections and difficult customer conversations without becoming defensive or overly aggressive.

• Strong attention to detail and ability to accurately document customer interactions and outcomes.

• Experience using CRM, customer service, or contact-center software is preferred.

Key Attributes

The ideal Resolution & Retention Agent is:

• Curious: Seeks to understand why the customer wants to leave before offering a solution.

• Solution-Oriented: Looks for an appropriate way to solve the customer's concern rather than simply processing the request.

• Persuasive: Confidently communicates the value of relevant solutions without creating pressure.

• Empathetic: Understands the customer's perspective while still working toward a successful retention outcome.

• Results-Driven: Motivated by goals, performance metrics, and the opportunity to earn incentives through successful saves.

• Resilient: Comfortable hearing "no," handling objections, and moving confidently to the next opportunity.

• Accountable: Takes ownership of assigned customers and follows through to resolution.

• Adaptable: Comfortable moving between inbound requests, outbound follow-up, phone conversations, and written channels.

Pay Structure

Hourly Pay + Commission/Incentives

Resolution & Retention Agents are eligible to earn additional compensation for qualifying successfully saved orders and subscriptions. This structure rewards agents for creating positive customer outcomes while retaining revenue for the company.

Why Join Us?

Join The Hero Company and become part of a Customer Happiness team focused on finding solutions, creating great customer experiences, and building lasting relationships.

This role allows you to directly influence both customer satisfaction and company growth, while earning additional compensation for successful retention results. You'll receive comprehensive training on our products, systems, Save-a-Sale strategies, and customer experience standards, along with ongoing coaching and opportunities for professional growth.