Senior Customer Retention Specialist (Work from Home) | arenaflex | $18 - $40,000

Transforming Education, One Customer at a Time

At arenaflex, we're revolutionizing the way people learn with innovative technology and personalized learning products. As a Senior Customer Retention Specialist, you'll play a vital role in helping us achieve our mission by ensuring our existing customers receive exceptional support and service. If you're passionate about education, customer advocacy, and teamwork, we invite you to join our fast-growing team and help us make a lasting impact on the lives of our learners.

About arenaflex

arenaflex is a leading platform for live online learning, with a mission to transform the way people learn through technology. Our comprehensive learning destination provides learning experiences across 3,000+ subjects and multiple formats, including one-on-one instruction, small group classes, large format group classes, on-demand study support, and adaptive self-study. arenaflex's flagship business, Varsity Tutors, is one of the nation's largest platforms for live online tutoring and classes. Our solutions are available directly to students and consumers, as well as through schools and other institutions.

Job Summary

As a Senior Customer Retention Specialist, you'll be responsible for managing high-level customer escalations, driving customer engagement, and increasing retention through efficient and empathetic issue resolution. You'll work closely with our sales and training teams to ensure a positive experience for our clients. This is a temp-to-hire (paid training), remote position focused on retaining existing customers during high-level escalations.

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

Qualifications

* 3+ years of 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
• 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 arenaflex 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

arenaflex 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

Compensation and Benefits

* $18/hour to start with the opportunity to be promoted to a full-time position based on performance, which offers: + $40,000 base salary + $6,000 variable compensation target (plus unlimited bonus potential) + Equity (Restricted Stock Units) in the company

• Full-time positions (evenings and weekends required) also include a comprehensive benefits package (health insurance, 401k matching plan, PTO, and free access to tutoring and our online educational resources)
• Fully Remote Position
• A once-in-a-lifetime opportunity to help transform how the world learns!
• A fast-paced, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture

Why Join arenaflex?

* Be part of a revolutionary education company that's changing lives

• Work with a talented team of professionals who share your passion for education and customer advocacy
• Enjoy a comprehensive benefits package and competitive compensation
• Have the opportunity to grow and develop your skills in a fast-paced and dynamic environment
• Make a lasting impact on the lives of our learners and their families

How to Apply

If you're passionate about education, customer advocacy, and teamwork, we invite you to apply for this exciting opportunity. Please visit our website to learn more about arenaflex and our mission to transform education. Apply for this job