Retention Agent


Job ID: 2021-11338
Category: Customer Service/Support

Job Type



We're SmileDirectClub, and we believe everyone deserves a smile they'll love. We also believe that you deserve a job you'll love. Good thing you found us, and we found you. At SmileDirectClub, we're all about empowering transformation. We want people to become more confident in how they look, how they feel, and how they think. So we're spreading smiles and positivity all over the country.

It's no small task. That's why we're looking for energetic, passionate, and confident team members who can help turn frowns into life-changing grins. Are you up for it?

As a Retention Agent, you will represent SmileDirectClub by assisting customers who are looking to end their Smile Journey. You will be expected to creatively problem solve on behalf of the customer, whether that's by resolving the issues that they've had or assisting them through the cancellation process. Every customer joined us to get the smile of their dreams - our goal is to keep them smiling!

Shift Availability:

9am - 6pm


  • Complete a minimum of 35 JIRA tickets daily
  • Receive inbound phone calls and emails
  • Respond to all cases in a timely and professional manner
  • Handle escalated and frustrated customers with empathy
  • Maintain organized tracking of all assigned cases
  • Collaborate with other Team Members to yield results for customers
  • Maintain a minimum of 80% productivity and high QA scores
  • Average a minimum of 75 contacts per week
  • Avid knowledge of customer care policies and procedures
  • Utilizing problem-solving skills to find timely and effective solutions for customers


It will really make us smile if you have...
  • A self-starter personality that can thrive in the fast-paced environment of a rapidly growing startup company.
  • 6 months of customer service experience
  • Associate's degree or higher, preferred
  • Ability to communicate clearly and effectively, both oral and written
  • Proficient typing and computer skills
  • Problem Solving Skills
  • Basic Math Proficiency
  • Excellent accuracy and attention to detail
  • A 'Team Player' attitude
  • Poise and confidence under pressure

For internal applicants
  • Average QA score of 85% or higher over a 90 day timespan
  • A minimum of 90 days employment at SmileDirectClub, experience with escalations preferred
  • No current written warnings or performance improvement plans

Benefits of Joining the Club

  • Medical, Dental and Vision Insurance
  • 401K with match
  • PTO
  • Aligner and Whitening Benefit
  • Collaborative work environment and positive culture

Company Profile

SmileDirectClub was founded on a simple belief: everyone deserves a smile they love. The Company is the first digital brand for straightening your smile, created after the realization that recent trends in 3D printing and telehealth could bring about disruptive change to the invisible aligner market by matching licensed professionals, a quality clear-aligner product, and customers together. By leveraging proprietary, cutting-edge technology, SmileDirectClub, LLC-affiliated dentists are providing greater access of care to consumers who couldn't otherwise afford orthodontic treatment to get a better smile.
  • What is SmileDirectClub? Link here.
  • What are our customers saying? Link here.
  • What is a SmileShop? Link here.
  • What is our culture like? Link here.

Full time
Nashville, TN 37247, US