Senior Customer Retention Specialist (Work From

ITX Corp; Buenos Aires; A distancia; ARS 6.500.000 - 9.750.000; Jornada completa

Descripción de la vacante

An innovative firm is seeking a Senior Customer Retention Specialist to join their remote team in Argentina. This role involves managing customer relationships, addressing concerns, and ensuring high satisfaction levels through effective communication and problem-solving. You will play a crucial role in retaining clients by understanding their educational needs and providing tailored solutions. If you thrive in a fast-paced environment and are passionate about helping others succeed, this opportunity offers a unique chance to contribute to transforming the educational landscape while enjoying a competitive hourly rate and a supportive work culture.

Servicios

Competitive Hourly Rate

Fully Remote Position

Collaborative work environment

Training and feedback-rich culture

Formación

• 3+ years experience in customer escalations, account management, or client relations.
• Ability to remain calm and professional in stressful situations.

Responsabilidades

• Manage a high volume of inbound calls to support customers.
• Address complaints to increase satisfaction and secure renewals.
• Assist clients in understanding educational products and services.

Conocimientos

Fluent in English

High empathy and emotional intelligence

Strong problem-solving skills

Conflict management skills

Excellent verbal and written communication skills

Ability to work independently and multi-task

Educación

Education, teaching, or tutoring experience

Herramientas

PC or Mac with 8 GB of RAM

High-speed Internet access

Descripción del empleo

Senior Customer Retention Specialist (Work From Home)

Company: Varsity Tutors

Overview: Varsity Tutors, a Nerdy company, is looking for international Senior Retention Specialists based in Argentina to join our team! Varsity Tutors is transforming how people learn with new and innovative technology, offering a full suite of personalized learning products. Our award-winning online and mobile platforms connect students and professionals worldwide with personalized instruction to achieve any goal. Come join our fast-growing team and help people get the educational support they need!

Location: Fully Remote - Based in Argentina

Qualifications:

1. Fluent in English
2. 3+ years experience with high-level customer escalations in account management, client relations, hospitality, or tourism, preferably over the phone.
3. Education, teaching, or tutoring experience is preferred, but not required.
4. High empathy and emotional intelligence, with the ability to understand families' educational needs and make product/service recommendations.
5. Strong problem-solving skills and ability to adapt quickly in a fast-paced environment.
6. Conflict management skills and the ability to use high-level judgment when managing customer defects.
7. Ability to remain calm and professional in stressful situations.
8. Excellent verbal and written communication skills.
9. Ability to work independently and multi-task.
10. Equipment requirements: Required: PC or Mac with 8 GB of RAM.
11. 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.
12. Understand and appreciate that Nerdy 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.

Responsibilities:

1. Conduct and effectively manage a high volume of inbound phone calls to support current customers.
2. Deflect cancellation requests with a solutions-oriented approach that instills confidence in the product.
3. Full ownership of existing customers that are at risk of canceling services.
4. Address complaints with the goal of increasing satisfaction and securing renewals or saves.
5. Achieve client onboarding, retention, and engagement targets set by management.
6. Assess and understand the needs of our clients to make recommendations for educational products and services.
7. Assist in client service and build strong relations with our students and families.
8. Manage client records to ensure proper follow-up.
9. Communicate effectively with internal teams and external customers.
10. De-escalate and handle challenging situations regularly.
11. Actively implement coaching and feedback in pursuit of providing customers with a high-quality experience.

Varsity Tutors Leadership Principles:

1. Relentless Focus on Customers
2. Comfort with Ambiguity
3. Ownership
4. Simplify
5. Intellectual Curiosity
6. Build Teams
7. Think Big
8. Insist on High Standards
9. Bias for Action
10. Build Trust
11. Go Deep
12. Have Conviction
13. Deliver Results
14. Are Right, a Lot

Benefits:

1. Competitive Hourly Rate ($12/hr USD)
2. Full-Time Position (40 hours per week, evenings and weekends required)
3. Fully Remote Position
4. A once-in-a-lifetime opportunity to help transform how the world learns!
5. A fast-paced, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture.