Customer Retention Specialist Wfh (Remote)

Location: Fully Remote (USA)

Job Overview

Join our dynamic team as a Customer Retention Specialist, where you will play a crucial role in retaining our valued clients and enhancing their overall experience. We are on a mission to innovate the educational landscape through cutting-edge technology and personalized learning products tailored for every learner’s needs. This fully remote opportunity allows you to work collaboratively with our sales and training teams to ensure high levels of client satisfaction and engagement.

Key Responsibilities

• Manage a substantial volume of inbound calls to assist current customers and elevate their satisfaction levels.
• Proactively respond to cancellation requests with solutions that reinforce confidence in our services.
• Take responsibility for at-risk customers to help reduce cancellation rates.
• Address complaints to boost satisfaction and secure renewals or saves.
• Meet retention and engagement targets as set by management.
• Assess client needs to recommend suitable educational products and services.
• Build strong relationships with students and families while maintaining thorough records for effective follow-ups.
• Communicate efficiently with internal teams and external clients to tackle challenges and uphold service standards.
• Apply consistent coaching and feedback to provide an exceptional customer experience.

Required Skills

• A minimum of 3 years’ experience managing high-level customer escalations, particularly in account management, client relations, or hospitality.
• Exceptional empathy and emotional intelligence to effectively address educational needs.
• Strong problem-solving abilities and adaptability in fast-paced situations.
• Excellent conflict resolution capabilities while maintaining composure.
• Outstanding verbal and written communication skills.
• Ability to work independently, multitask, and manage time efficiently.
• High-speed internet access (minimum 50 Mbps download, 10 Mbps upload) through a wired connection is required.

Qualifications

• 3+ years of relevant experience, with a preference for backgrounds in education, teaching, or tutoring.
• Availability to maintain a full-time schedule, including evenings and weekends.
• A commitment to supporting learners and fostering a united team vision.

Career Growth Opportunities

As a member of our team, you will have access to a fully remote position with opportunities for professional development and advancement based on your performance. We emphasize continuous learning and skill enhancement.

Company Culture And Values

We pride ourselves on fostering a collaborative and innovative work environment where each team member’s contributions are valued. Our mission aligns with a shared vision of enhancing education and supporting diverse learner backgrounds.

Compensation And Benefits

• Annual base salary of $41,600.
• Variable compensation target of $6,000 per year, with unlimited bonus potential.
• Comprehensive benefits package including health insurance and 4% 401(k) matching (with no vesting).
• Paid time off, company-paid holidays, and a free learning membership for you and your household, providing 1-on-1 tutoring and unlimited access to on-demand learning services.
• Equipment provided, including a MacBook and headphones, to facilitate your remote work experience.

Join Our Team

If you are a results-driven professional dedicated to empowering students in their educational journeys, we invite you to apply and become a vital part of our mission to transform education. We are proud to be an equal-opportunity employer and value diversity within our workplace.

Employment Type: Full-Time