Senior Customer Retention Specialist (Work from Home) | arenaflex | $18 – $18 | Remote (United States)

Transforming Education, One Connection at a Time

At arenaflex, we're revolutionizing the way people learn with innovative technology and personalized learning products. Our award-winning online and mobile learning platforms connect students and professionals from all around the world with expert instruction to achieve any goal. We're seeking a highly skilled and empathetic Senior Customer Retention Specialist to join our fast-growing team and help people get the educational help they need.

About arenaflex

arenaflex is a leading platform for live online learning, with a mission to transform the way people learn through technology. Our purpose-built proprietary platform leverages technology, including AI, to connect learners of all ages to experts, delivering superior value on both sides of the network. arenaflex's comprehensive learning destination provides learning experiences across 3,000+ subjects and multiple formats, including one-on-one instruction, small group classes, large format group classes, on-demand study support, and adaptive self-study. Our flagship business, Varsity Tutors, is one of the nation's largest platforms for live online tutoring and classes.

Job Summary

As a Senior Customer Retention Specialist, you will be an advocate for our clients, assessing their needs, managing accounts to drive customer engagement, and increasing retention by efficient and empathetic issue resolution. This is a temp-to-hire (paid training), remote position focused on retaining existing customers during high-level escalations. You will work closely with our sales and training teams to ensure a positive experience for our clients.

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 our products
• 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 arenaflex 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

arenaflex Leadership Principles

* Relentless Focus on Customers

• Comfort with Ambiguity
• Ownership
• Simplify
• Intellectual Curiosity
• Build Teams
• Think Big
• Insist on High Standards
• Bias for Action
• Build Trust
• Go Deep
• Have Conviction
• Deliver Results
• Are Right, a Lot

Compensation and Benefits

* $18/hour to start with the opportunity to be promoted to a full-time position based on performance, which offers: + $40,000 base salary + $6,000 variable compensation target (plus unlimited bonus potential) + Equity (Restricted Stock Units) in the company

• Full-time positions (evenings and weekends required) also include a comprehensive benefits package (health insurance, 401k matching plan, PTO, and free access to tutoring and our online educational resources)
• Fully Remote Position
• A once-in-a-lifetime opportunity to help transform how the world learns!
• A fast-paced, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture

How to Apply

If you're passionate about education and customer service, and you're looking for a challenging and rewarding role, apply now to join our team at arenaflex. Apply for this job