Outbound Retention Agent

Remote

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Outbound Retention Agent

๐Ÿ• Calling All Pet Lovers!

Do you have a passion for pups, an eye for marketing, and a knack for making tails wag? If so, you might just be the missing piece to our paw-some puzzle at Wuffes!

๐Ÿ‘‹ Who We Are:

At Wuffes, we're a pack of pet enthusiasts on a mission to enhance the well-being of our beloved canine companions and contribute to a happier, healthier world for them. Our commitment is to offer top-quality products and an abundance of affection to our furry friends. We are the world's fastest-growing, bootstrapped pet company, and it's exciting to be on a rocket ship into the future. If you're ready to join a team that's all about pet-fection, keep reading!

๐Ÿš€ Your Role in the Pack:

The Outbound Retention Specialist plays a crucial role in reducing customer churn and reactivating subscriptions by proactively engaging with customers who have canceled or experienced payment failures. Through personalized outreach via SMS and calls, this role focuses on understanding customer concerns, offering tailored solutions, and reinforcing the value of Wuffes to drive retention, long-term loyalty, and increasing Lifetime Value (LTV).

๐Ÿ“’ The Scoop:

  • Recover At-Risk Customers: Successfully retain customers who have canceled or experienced payment failures by addressing concerns, offering tailored solutions, and securing reactivations.
  • Proactive Outreach & Follow-Ups: Complete outbound contacts per day via SMS and phone calls, ensuring timely follow-ups on customer objections and offering personalized retention incentives.
  • Payment Recovery & Subscription Reactivation: Convert failed payment cases into successful recoveries by guiding customers through payment updates and troubleshooting billing issues within a 48-hour window.
  • Data-Driven Performance Tracking: Maintain accurate records of customer interactions, reasons for cancellation, and successful saves, contributing insights that drive at least one strategic retention initiative per quarter.
  • Optimize Retention Offers & Messaging: Collaborate with customer service, marketing, and product teams to test and refine retention offers, objection handling scripts, and outreach strategies, leading to improvement in save rates over six months.

โšกWhat We Are Looking For:

  • 2+ years of experience in outbound sales, cold calling, or customer retention; preferably, but not mandatory, in an e-commerce, D2C, or subscription-based business. Experience in appointment setting
  • Proven success in cold calling and appointment setting โ€“ Demonstrated ability to engage prospects, overcome objections, and convert conversations into scheduled appointments or successful reactivations.
  • Sales and Negotiation Skills: Effectively presents tailored offers, incentives, and solutions that align with customer needs to drive successful retention and reactivation outcomes.
  • Self-motivated, resilient, and results-driven โ€“ Comfortable in a fast-paced, target-oriented role with KPIs focused on call volume and conversion rates.
  • Empathy & Active Listening: Demonstrates care and understanding of customer concerns, fostering trust and increasing the likelihood of retention.
  • Resilience & Adaptability: Maintains a positive attitude and persistence in overcoming objections, handling rejections, and adjusting strategies based on customer feedback.
  • Problem-Solving & Critical Thinking: Quickly identifies customer pain points, analyzes potential solutions, and takes appropriate action to prevent churn.
  • Data-Driven Decision Making: Utilizes customer insights, retention trends, and performance metrics to refine outreach strategies and improve conversion rates.
  • Time Management & Efficiency: Balances high-volume outreach with effective follow-ups, ensuring timely customer engagement.

๐Ÿ™Œ Perks of the Pack:

  • A multicultural environment in line with our core values: Kaizen, Grit, Kindness, Integrity, and Accountability.
  • Diverse and Inclusive: We celebrate different perspectives like they're treats at a doggy party.
  • The flexibility to work remotely
  • A supportive and collaborative pack, we have each other's backs, and high-five success.
  • Innovation: We're all ears for new ideas โ€“ we encourage trying new tricks!
  • Trust and accountability โ€“ we believe in you and your abilities.

Join Us in Making Tails Wag!

If you are driven by results and passionate about helping customers reconnect with the services they love, we would love to hear from you! I๐Ÿพ