Customer Service Representative

This is a remote position.

About Us

Since 2003 the Healthy Back Institute has helped millions of people reclaim their freedom from pain. We are a remote direct-to-consumer health and wellness company built on six core values: Freedom Love Team Growth Excellence and Courage.

Those values are the foundation of how we serve our customers and how we treat each other. We are seeking a skilled Customer Retention Specialist to join our team.

The Role

You will be the person customers talk to when they are thinking about canceling their subscription. Your job is to find out what is really going on then match them to the right solution: a change in timing a better way to use the product a different option or a respectful cancellation when that is the right answer.

This is a phone-based role built around cancellation conversations. If talking with a frustrated customer sounds draining this is not the right fit. If turning that call around sounds like a challenge you want keep reading.

The Retention team is the only team at HBI that handles saves. Support and Sales hand these customers to you because this conversation takes a specific skill. You will work from a clear playbook with a defined process for every call proven language for the most common situations and a supervisor who coaches to it.

What Youll Own

Save Conversations

• Take inbound cancellation calls Monday through Friday 8:00am to 5:00pm CST
  

• Diagnose the real reason behind every cancellation request before offering a solution
  

• Work through approved options in order such as adjusting shipment timing pausing product education or an alternative program or pricing option
  

• Process cancellations respectfully and efficiently when the customer has made their decision
  

Refund Resolution

• Handle refund requests that come up on cancellation calls and present approved alternatives such as store credit where they fit
  

• Recognize disputes adverse reactions and compliance issues and escalate them correctly
  

Documentation and Teamwork

• Code every call accurately and leave clear notes so reporting reflects what actually happened
  

• Back up the inbound sales queue during peak call volume
  

• Help us understand why customers leave and what keeps them as the team moves to a new phone and CRM platform
  

Who You Are

• A listener first. You ask why before you offer anything. You know the first reason a customer gives is not always the real one.
  

• Calm under pressure. An upset customer does not rattle you. You stay warm steady and in control of the call.
  

• Persuasive without being pushy. You can present an alternative with confidence and you can tell when a customer has truly made up their mind.
  

• Disciplined about process. You follow the steps in order stay inside what you are authorized to offer and ask for approval when it is required.
  

• Detail-oriented. Your call notes are clean and your coding is accurate on every call because the business runs on that data.
  

• Coachable. You take feedback and apply it. You would rather be corrected than left to guess.
  

• Who you are not: someone who leads with a discount to end the call faster or someone who argues with a customer who is ready to go.
  

What You Bring

Required

• Phone experience. Two or more years on the phones in retention save desk inside sales or customer service with at least one year in a role where you were measured on a result such as save rate conversion sales or QA score.
  

• Results you can point to. You know your numbers from your last phone role and can tell us how you performed against them.
  

• Objection handling. Real experience hearing no or cancel it asking the next question and presenting an alternative without pressure.
  

• Multi-system accuracy. You can work a steady inbound queue while moving between a CRM order system and phone platform and your notes and call coding stay accurate.
  

• Communication. Clear warm phone presence and strong written notes.
  

• Remote readiness. A quiet dedicated workspace reliable high-speed internet and the discipline to hold a fixed Monday through Friday schedule without supervision in the room.
  

• Eligibility. Authorized to work in the US as a W2 employee.
  

• Education. High school diploma or equivalent.
  

Nice to Have

• Subscription continuity or auto-ship experience especially cancellations or billing
  

• Health wellness or supplement experience
  

• Direct-to-consumer or direct-response background
  

• Prior remote phone work
  

• HubSpot Aircall or UltraCart experience
  

Why Youll Love It Here

• The People. You will be surrounded by talented supportive kind people you can be proud to work with.
  

• The Mission. We are relentlessly focused on helping people live pain free lives. It feels good to serve others.
  

• The Values. Teammates who believe in Freedom Love Team Growth Excellence and Courage.
  

• The Impact. Every customer you keep is someone who stays on the path to feeling better and you will see your results clearly.
  

Benefits

Remote with a flexible schedule and real work/life balance. Medical dental and vision insurance. 401(k) with a 3.5% match. Life and disability insurance. Flexible PTO. Performance-based bonuses. Discounts on HBI products.

If you are at your best on the phone with a customer who is ready to walk away and you want your work to show up directly in the results we would love to hear from you.

Please note: We take hiring very seriously. Interviewing may include video and phone interviews assessments projects and scenario-based situations. Although we cannot follow up with every candidate we do our best to run a thorough process for those we identify as a potential fit.

This posting is not an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions and perform any other related duties as assigned by their supervisor. All employment is at-will as governed by the law of the state where the employee works. The at-will nature of employment cannot be changed except in writing and signed by an authorized officer.

HBI is an equal opportunity employer. All aspects of employment including the decision to hire promote discipline or discharge will be based on merit competence performance and business needs. We do not discriminate on the basis of race color religion marital status age national origin ancestry physical or mental disability medical condition pregnancy genetic information gender sexual orientation gender identity or expression veteran status or any other status protected under federal state or local law.