Customer Retention Specialist (Work from Home)

Varsity Tutors; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

An innovative company is seeking a Customer Retention Specialist to join their fully remote team. In this role, you will be the voice of the customer, advocating for their needs and ensuring their satisfaction with personalized educational services. You will manage client relationships, resolve issues with empathy, and help retain customers through exceptional service. This position offers a competitive hourly rate and the chance to be part of a transformative mission in education. If you are passionate about helping others succeed and thrive in a fast-paced environment, this opportunity is perfect for you.

Benefits

Competitive Hourly Rate

Fully Remote Position

Collaborative work environment

Training and feedback-rich culture

Qualifications

• Fluent in English with strong communication and problem-solving skills.
• Experience in account management or client relations is a plus.

Responsibilities

• Manage high volume of inbound communications to support customers.
• Address complaints and enhance customer satisfaction.
• Achieve client retention and engagement targets set by management.

Skills

Fluent in English

Account management

Client relations

Problem-solving skills

Conflict management skills

Excellent verbal and written communication skills

Emotional intelligence

Ability to work independently

Education

Education or teaching experience

Tools

High-speed Internet access

Job description

Customer Retention Specialist (Work from Home)

Pay: Competitive

Location: Remote

Employment type: Full-Time

Job Description

Req#: 5115933

Varsity Tutors, a Nerdy company, is looking for international Customer Retention Specialists based in Jamaica 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 full-time, remote position focused on retaining existing customers. Customer Retention Specialists will work closely with our sales and training teams and help ensure a positive experience for our clients.

Location: Fully Remote - Based in Jamaica

Schedule: Full-time, 40 hours a week, with at least 2 evenings and every other weekend required based on available shifts (shifts to be adjusted seasonally based on demand if needed). Operating Hours are from 5:00am PDT - 9:00pm PDT (U.S. time zones)

Qualifications:

• Fluent in English
• Account management, client relations, or client service experience is a plus
• 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
• 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

Responsibilities:

• Conduct and effectively manage a high volume of inbound emails, texts, and 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 teams 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

Benefits:

• Competitive Hourly Rate ($8/hr USD)
• Full-Time Position (40 hours per week)
• Fully Remote Position
• A once-in-a-lifetime opportunity to help transform how the world learns!
• A fun, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture

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)