Job Description
- *Transforming Education, One Customer at a Time** At arenaflex, we're revolutionizing the way people learn with innovative technology and personalized learning products. As a Senior Customer Retention Specialist, you'll play a vital role in helping us achieve our mission by ensuring our existing customers receive exceptional support and service. If you're passionate about education, customer advocacy, and driving growth, we want to hear from you! **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. We're committed to delivering superior value on both sides of the network, and we're looking for talented individuals to join our team. **Responsibilities** As a Senior Customer Retention Specialist, you'll be responsible for: * Conducting and effectively managing high-volume inbound phone calls to support current customers * Deflecting cancellation requests with a solutions-oriented approach that instills confidence in our products * Taking full ownership of existing customers at risk of canceling services * Addressing complaints with the goal of increasing satisfaction and securing renewals or saves * Achieving client onboarding, retention, and engagement targets set by management * Assessing and understanding the needs of our clients to make recommendations for educational products and services * Assisting in client service and building strong relations with our students and families * Managing client records to ensure proper follow-up * Communicating effectively with internal teams and external customers * De-escalating and handling challenging situations on a regular basis * Actively implementing coaching and feedback to provide customers with a high-quality experience **Qualifications** To succeed in this role, you'll need: * 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 the 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 * Understanding and appreciation of arenaflex's apolitical stance and commitment to helping people learn **arenaflex Leadership Principles** At arenaflex, we're guided by a set of leadership principles that shape our culture and decision-making: * 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 **Pay/Benefits** As a Senior Customer Retention Specialist, you'll start at $18/hour with the opportunity to be promoted to a full-time position based on performance. Our comprehensive benefits package includes: * $40,000 base salary * $6,000 variable compensation target (plus unlimited bonus potential) * 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 **Why Join arenaflex?** At arenaflex, we're passionate about education and committed to making a difference in people's lives. As a Senior Customer Retention Specialist, you'll have the opportunity to: * Work with a talented team of professionals who share your passion for education * Develop your skills and expertise in customer advocacy and retention * Contribute to the growth and success of a leading online learning platform * Enjoy a comprehensive benefits package and competitive compensation * Make a meaningful impact on the lives of our customers and their families **How to Apply** If you're a motivated and customer-focused individual who is passionate about education, we want to hear from you! Apply now to join our team as a Senior Customer Retention Specialist and help us transform the way people learn. Apply Job! Apply for this job