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The Healthy Back Institute is a Direct Marketing & E-commerce platform helping millions of people worldwide live pain-free, naturally, and safely. We do this via cutting-edge educational information, breakthrough products, and a supportive, super knowledgeable customer service team, ensuring a great customer experience to our online E-commerce community.
Everything that happens at the Healthy Back Institute is rooted in our core values: Helping People, Trust, Service, Family, and Being Great! These values are the foundation of how we serve our customers and how we treat each other.
We are looking for a Customer Retention Agent to join our Inside Sales Team.
What do our Customer Retention Agents do from their home offices on a daily?
- Help people live pain-free.
- Receive a high volume of incoming calls
- Use active listening skills while quickly building authentic relationships with customers.
- Record detailed and precise notes for each account in the CRM (Customer Relationship Management Software) and other necessary platforms. (multiple systems)
- Drive revenue and retain customers by providing exceptional and empathetic service, introducing and educating customers on the fantastic products from the HBI line.
- From your home office, partner closely with the Team Lead, and other agents, to collaborate on best practices, share ideas and stay up to speed on current processes. (make friends/hang out-virtually!)
- Use data and metrics to maintain low levels of refund rates, high levels of call saves, and other revenue-generating goals.
- Celebrate customer success stories by communicating them to the HBI team. (too many to chose from!)
Who is our “ideal” candidate?
This position requires an extraordinary and talented person who has solid experience in direct phone sales and customer service—a person who has worked in a call center environment (either physical or home/virtual). You have been a Customer Retention Agent or have taken escalation calls, upselling, exchanging, and saving product returns or potential subscription cancellations.
What will make you stand out even more?
- You have Business to Customer (B2C) Experience (client-facing).
- You have a passion for natural products, health, and wellness.
- Experience in the natural supplement or nutrition industry.
- If you genuinely desire to HELP people feel their best.
- E-commerce Customer Service Experience (supporting product knowledge and sales)
- You are customer-focused, detail-oriented, and efficient, polite, reliable, knowledgeable, and adaptable.
At a minimum, what technical and on-the-job experience must I have before I apply?
- Minimum of 1 year performing inside sales work with proven experience in driving company growth.
- Minimum of 2 years providing exceptional customer service and/or retention-related tasks via phone.
- Minimum of 1 year working in a completely remote/virtual environment from your home.
- Experience supporting customers through phone and email, or chat.
- Strong organizational and communication skills and likes the challenge of saving a sale.
- Proficiency with technology to include various CRM’s, the complete Google Suite.
- Must have the ability to work a Saturday shift as needed.
- Must have the ability to work evening shifts, as required (until 7:00 PM EST M-SAT)
- Must have the ability to pass a background and a reference check.
- Favorably pass the pre-placement skill and personality assessments.
What are the Computer Requirements to work virtually for HBI?
- Home computer & headset
- Operating System: Windows 7/Mac 10.1 or better
- Minimum internet bandwidth of 25MB download and 5MB upload
- Internet Router or Modem
- Ethernet cable (max. 25 ft)
- Working Webcam
Why You’ll Love It Here:
- The People. You will surround yourself with some of the most talented, supportive, intelligent, kind people, leaders, and teammates.
- The Mission. At HBI, we relentlessly focus on helping people live pain-free lives. It feels good to serve others – and HBI is the leader in helping people live their lives pain-free.
- The Values. The opportunity to make a difference with teammates who believe in our core values of- Helping People, Trust, Service, Family, and Being Great!
- The Benefits: A healthy work/life balance and flexible schedule, Remote/virtual work from home position, Medical, dental, vision insurance, 401K Retirement Plan, Life and disability insurance, Flexible PTO, Paid travel, Paid continuing education, Performance-based bonuses, Discount on HBI products, and unique team-centered culture at all levels of the company!
Hourly Compensation: $17.00-$19.00 Location: Your Home Office Status: Full-time W2 Position with Benefits
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 based on 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.
