Senior Customer Retention Specialist (Work from Home) | blithequark | $18 $18 | Remote (United States)
Are you a customer service expert with a passion for education and a knack for building strong relationships? Do you thrive in fast-paced environments and enjoy the challenge of resolving complex issues? If so, we want to hear from you! blithequark, a leading platform for live online learning, is seeking a Senior Customer Retention Specialist to join our team of dedicated professionals who are transforming the way people learn.
About blithequark
blithequark is a pioneering company that is revolutionizing the education industry with its innovative technology and personalized learning solutions. Our mission is to make high-quality education accessible to everyone, regardless of their location or background. With a comprehensive learning platform that offers over 3,000 subjects and multiple formats, we connect learners of all ages with expert instructors who deliver superior value on both sides of the network. Our flagship business, Varsity Tutors, is one of the nation's largest platforms for live online tutoring and classes, and we're committed to helping students and professionals achieve their goals.
Job Summary
As a Senior Customer Retention Specialist, you will be the advocate for our clients, working closely with our sales and training teams to ensure a positive experience for our customers. You will be responsible for assessing client needs, managing accounts to drive customer engagement, and increasing retention by efficiently and empathetically resolving issues. This is a temp-to-hire position that offers paid training and the opportunity to work from home.
Responsibilities
* Conduct and effectively manage high-volume of inbound phone calls to support current customers
- Deflect cancellation requests with a solutions-oriented approach that instills confidence in the product
- Full ownership of existing customers that are at risk of canceling services
- Address complaints with the goal of increasing satisfaction and securing renewals or saves
- Achieve client onboarding, retention, and engagement targets set by management
- Assess and understand the needs of our clients to be able to make recommendations for educational products and services
- Assist in client service and build strong relations with our students and families
- Manage client records to ensure proper follow-up
- Communicate effectively with internal team and external customers
- De-escalate and handle challenging situations on a regular basis
- Actively implement coaching and feedback in pursuit of providing customers with a high-quality experience
Qualifications
* 3+ years of experience with high-level customer escalations in account management, client relations, hospitality, or tourism, preferably over the phone
- Education, teaching, or tutoring experience is preferred, but not required
- High empathy and emotional intelligence, with the ability to understand families' educational needs and make product/service recommendations
- Strong problem-solving skills and ability to adapt quickly in a fast-paced environment
- Conflict management skills and the ability to use high-level judgment when managing customer defects
- Ability to remain calm and professional in stressful situations
- Excellent verbal and written communication skills
- Ability to work independently and multi-task
- Network requirements: High-speed Internet access (50 Mbps download, 10 Mbps upload) via wired ethernet connection; no Wi-Fi, Satellite or Cellular Hotspot or Cellular Internet
- Understand and appreciate that blithequark is an apolitical company and that we can have the largest impact if we are united in our focus on helping people learn and not divided or distracted by advancing unrelated causes
Work Environment and Culture
* Fully remote position with the opportunity to work from home
- Collaborative and team-oriented work environment with plenty of training and a feedback-rich culture
- Fast-paced and dynamic environment with opportunities for growth and development
- Comprehensive benefits package, including health insurance, 401k matching plan, PTO, and free access to tutoring and our online educational resources
- Opportunity to be promoted to a full-time position based on performance, with a base salary of $40,000, variable compensation target of $6,000, and equity in the company
Compensation and Benefits
* $18/hour to start, with the opportunity to be promoted to a full-time position based on performance
- Comprehensive benefits package, including health insurance, 401k matching plan, PTO, and free access to tutoring and our online educational resources
- Opportunity to earn equity in the company
- Fully remote position with the flexibility to work from home
Why Join blithequark?
* Be part of a pioneering company that is transforming the education industry
- Work with a talented team of professionals who are passionate about making a difference
- Enjoy a comprehensive benefits package and the opportunity to earn equity in the company
- Have the flexibility to work from home and achieve a better work-life balance
- Be part of a company that is committed to helping people learn and achieve their goals
How to Apply
If you're a customer service expert with a passion for education and a knack for building strong relationships, we want to hear from you! Apply now to join our team of dedicated professionals who are transforming the way people learn. Apply Job! Apply for this job