Retention & Reactivation Call Specialist (Telehealth / Pharmacy)

About the Role We are looking for an experienced Retention & Reactivation Call Specialist with a strong background in telehealth, pharmacy, wellness, or high-conversion healthcare sales environments. This role is focused on outbound customer activation through warm and hot calls. Your primary goal is to convert existing customer demand into revenue by re-engaging users, recovering abandoned purchases, increasing repeat orders, and improving retention. We are not looking for a traditional call center agent. We are looking for someone who understands customer psychology, retention mechanics, healthcare-related customer journeys, and performance-driven outbound operations. You should be comfortable owning the process end-to-end: - defining which customer segments should be called - requesting and structuring customer data exports - building call workflows - tracking KPIs and performance dashboards - improving scripts and conversion rates over time Ideally, you already have the infrastructure and operational experience needed to launch and manage outbound retention campaigns efficiently. ----- Responsibilities - Call customers who did not complete a purchase and convert them into paying customers - Re-engage customers who did not make a repeat purchase - Reactivate inactive or dormant customers - Improve retention and repeat purchase rates through outbound communication - Build and optimize outbound calling workflows - Define required customer data and segmentation needs - Work with internal teams to request and structure customer exports/lists - Track and report KPIs including: - conversion rates - retention lift - reactivation rates - revenue generated - repeat purchase rate - call efficiency metrics - Maintain dashboards and performance reporting - Continuously test and improve messaging, scripts, and customer handling approaches - Identify friction points in the customer journey that impact conversion or retention ----- Requirements - Proven experience in telehealth, pharmacy, healthcare, wellness, supplements, or related high-retention industries - Strong outbound calling and retention/reactivation experience - Experience converting warm or inactive leads into paying or returning customers - Understanding of retention metrics and customer lifecycle management - Ability to independently manage outbound operations - Experience working with CRMs, customer exports, reporting tools, and dashboards - Strong communication and persuasion skills - Data-driven mindset with focus on measurable business impact - Fluent English ----- Ideal Candidate The ideal candidate: - understands how to recover lost revenue through outbound communication - knows how to structure retention campaigns independently - can identify which customer segments are worth calling - is comfortable taking ownership instead of waiting for instructions - already has systems, workflows, or infrastructure for managing outbound operations efficiently