Senior Customer Retention Specialist (Work from Home) | arenaflex | $18 - $40,000
Transforming Education, One Customer 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 around the world with expert instruction to achieve any goal. As a Senior Customer Retention Specialist, you'll play a critical role in ensuring our customers receive an exceptional experience, driving retention, and growth for arenaflex.
About arenaflex
arenaflex is a leading platform for live online learning, with a mission to transform the way people learn through technology. Our 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, arenaflex, is one of the nation's largest platforms for live online tutoring and classes, serving students and consumers directly, as well as through schools and other institutions.
Join Our Fast-Growing Team
As a Senior Customer Retention Specialist, you'll be part of a dynamic team that's passionate about making a difference in education. You'll work closely with our sales and training teams to ensure a positive experience for our clients, leveraging your exceptional communication skills, empathy, and problem-solving abilities to drive customer engagement and retention.
Responsibilities
* Conduct and effectively manage high-volume 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 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 client needs 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 teams and external customers
- De-escalate and handle challenging situations on a regular basis
- Actively implement coaching and feedback to provide customers with a high-quality experience
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, offering: + $40,000 base salary + $6,000 variable compensation target (plus unlimited bonus potential) + Equity (Restricted Stock Units) in the company
- Comprehensive benefits package (health insurance, 401k matching plan, PTO, and free access to tutoring and our online educational resources) for full-time positions
- Fully remote position with flexible scheduling
- 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
Requirements
* 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
Why Join arenaflex?
* Be part of a revolutionary education platform that's transforming lives
- Work with a talented team that's passionate about making a difference
- Enjoy a comprehensive benefits package and competitive compensation
- Develop your skills and expertise in a fast-paced, collaborative environment
- Contribute to a mission that's shaping the future of education
Apply Now
If you're a customer-focused professional with a passion for education, we encourage you to apply for this exciting opportunity. Join our team and help us transform the way people learn! Apply for this job