Customer Retention Specialist (U.S.)

Varsity Tutors LLC; Chapel Hill (NC); Remote; USD 41,000 - 80,000; Full time

Job summary

Join a forward-thinking company that is transforming education through innovative technology. As a Customer Retention Specialist, you will play a vital role in advocating for clients, managing accounts, and driving customer engagement. This fully remote position offers a competitive salary with uncapped earning potential and a robust benefits package. Not only will you help students achieve their learning goals, but you'll also have the opportunity for career growth in a supportive environment. If you're passionate about making a difference and thrive in a fast-paced setting, this role is perfect for you.

Benefits

Health Insurance

401K Matching Plan

Paid Time Off

Company Paid Holidays

MacBook and Headphones

Free Varsity Tutors Learning Membership

Qualifications

• 3+ years in customer escalations, preferably over the phone.
• High empathy and strong problem-solving skills required.

Responsibilities

• Manage high-volume inbound calls to support customers.
• Deflect cancellation requests and achieve retention targets.
• Build strong relations with students and families.

Skills

Customer Escalation Management

Emotional Intelligence

Problem Solving

Conflict Management

Communication Skills

Multi-tasking

Education

Experience in Education or Teaching

3+ years in Customer Relations

Job description

Varsity Tutors, a Nerdy company, is looking for Customer Retention Specialists based in the USA to join our team! Varsity Tutors is transforming how people learn with new and innovative technology, and offers a full suite of learning products that are personalized to the needs of every learner. Our award-winning online and mobile learning platforms connect students and professionals from all around the world with personalized instruction to achieve any goal. Come join our fast growing team and help people get the educational help they need!

Customer Retention Specialists are advocates for the clients of Varsity Tutors. They assess needs, manage accounts to drive customer engagement, and increase retention by efficient and empathetic issue resolution. This is a remote position focused on retaining existing customers during high-level escalations. Customer Retention Specialists will work closely with our sales and training teams and help ensure a positive experience for our clients.

Why Nerdy?

• Innovative Technology: Be a part of a leading US private tutoring company changing the game in education with innovative, tech-driven learning solutions.
• Career Growth Opportunities: This is a fully remote, full-time position that offers on the job training and future opportunities into training, management, and other parts of the business based on individual performance. Excel in your role and watch your career and earnings soar!
• Uncapped Earning Potential: Enjoy competitive base compensation with generous commission structures that reward your success.
• Lucrative Bonuses: Achieve and surpass your retention/renewal targets to unlock exciting performance bonuses and incentives.
• Make a Difference: Help students achieve their learning goals and make a real impact on their educational journey.

Location: Fully Remote - Based in the USA

• $41,600 annualized base salary.
• $6,000 annualized variable compensation target (plus unlimited bonus potential).
• Comprehensive benefits package which includes health insurance, 4% 401K matching plan with no vesting, paid time off and company paid holidays, equipment (MacBook and headphones), and a free Varsity Tutors Learning Membership for you and your household (1-1 tutoring hours for you and your family, unlimited use of our on-demand learning services, and access to our online classes).

Qualifications:

• 3+ years 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.
• Ability to accommodate a full-time schedule (40 hours per week) that includes at least 1 evening and 1 weekend shift every week.
• 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.
• 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:

• Conduct and effectively manage high-volume of inbound phone calls to support current customers.
• Deflect cancellation requests with a solutions oriented approach that instills confidence in the product.
• Full ownership of existing customers that are 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 the needs of our clients to be able 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 team and external customers.
• De-escalate and handle challenging situations on a regular basis.
• Actively implement coaching and feedback in pursuit of providing customers with a high quality experience.

Varsity Tutors 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

• Paid virtual training program will take place Monday - Friday, 9am-5:30pm CST.
• Fully Remote Position.
• Company-issued Macbook, headphones, and latest software.
• Once in a lifetime opportunity to help revolutionize how the world learns!
• To support both the consultative and sales requirements of the position, we offer a training program with ongoing career development and opportunities for growth.
• Learn industry-leading communication and customer retention techniques that will enable you to find solutions for families.
• Become an expert in educational products and programs, including 1-on-1 tutoring, online classes, adaptive assessments, and homeschooling.

Varsity Tutors is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. (INDHP)

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