Customer Retention Specialist Wfh (Remote)

Are you driven by a passion for enhancing customer experiences and eager to embrace a fulfilling remote role? We invite dynamic individuals located in the United States to join our innovative team as Customer Retention Specialists. Our company is at the forefront of transforming educational experiences through advanced technology, providing bespoke learning solutions tailored to every student’s needs. Seize this opportunity to make a meaningful contribution to the educational journey of our clients!

Position Overview

As a Customer Retention Specialist, you will serve as an essential advocate for our clients, ensuring their needs are effectively met while managing their accounts. Employing a compassionate and solution-oriented approach, you will enhance customer engagement and retention by navigating complex issue resolutions. In this remote role, your contributions will be pivotal during high-stakes situations, and you will collaborate with our sales and training teams to deliver exemplary service.

Career Growth Opportunities

This full-time remote position is designed to not only offer comprehensive on-the-job training but also to open pathways for future advancement into roles such as training, management, and beyond. We celebrate your successes and encourage your professional development.

Key Responsibilities

• Handle a high volume of inbound calls to effectively support our existing customer base.
• Address cancellation requests with a focus on building trust and solutions.
• Take full responsibility for at-risk clients to prevent cancellations.
• Resolve complaints to enhance satisfaction and secure renewals.
• Achieve client onboarding, retention, and engagement targets as specified by management.
• Understand client requirements to recommend suitable educational products and services.
• Cultivate strong relationships with students and their families through outstanding service.
• Maintain accurate client records for effective follow-up.
• Communicate efficiently with both internal teams and external clients.
• Professionally de-escalate challenging situations.
• Implement feedback for continuous enhancement of client experiences.

Required Skills

• 3+ years of experience managing high-level customer escalations in account management, client relations, hospitality, or tourism, ideally through phone interactions.
• High emotional intelligence and empathy, adept at understanding educational needs.
• Strong problem-solving abilities with adaptability to a fast-paced environment.
• Conflict resolution skills and sound judgment in addressing client concerns.
• Composed and professional demeanor under pressure.
• Excellent verbal and written communication capabilities.
• Ability to work autonomously and manage multiple tasks effectively.
• Availability for a full-time schedule (40 hours per week), including at least 1 evening and 1 weekend shift.
• High-speed internet access via a wired Ethernet connection (50 Mbps download, 10 Mbps upload); Wi-Fi, satellite, and cellular hotspots are not permitted.

Compensation And Benefits

• Base salary: $41,600 per year.
• Variable compensation target of $6,000 per year, plus unlimited bonus potential.
• Comprehensive benefits package, including health insurance, a 4% 401(k) matching plan with no vesting period, paid time off, company-paid holidays, and essential equipment (MacBook and headphones).
• Complimentary learning membership for you and your household, featuring 1-on-1 tutoring hours and unlimited on-demand learning services.

We are dedicated to fostering an inclusive environment and proudly uphold our status as an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Ready to make an impact in education? We eagerly await your application!

Employment Type: Full-Time