Senior Retention Specialist

hace 2 semanas


San José, San José, Costa Rica Varsity Tutors A tiempo completo

Overview:


Varsity Tutors, a Nerdy company, is looking for international Senior Retention Specialists based in Costa Rica 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

Senior 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 during high-level escalations.

Senior 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 Costa Rica

Training:
The training runs for 4 weeks from 9am-5:30pm CDT, Monday-Friday. The first training week is a live, interactive classroom style type setting completely free of outside distractions. You would begin your set schedule (including evenings/weekends) after the training weeks are complete.

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 7:00am CDT - 10:00pm CDT (U.S. time zones)

About Nerdy:

Qualifications:

  • Fluent in English
  • 3+ years experience with highlevel 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 fastpaced 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 multitask
  • Equipment requirements: Required: PC or Mac with 8 GB of RAM.
  • Network requirements: Highspeed 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 highvolume 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 followup
  • Communicate effectively with internal team and external customers
  • Deescalate 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

Benefits:

  • Competitive Hourly Rate ($12/hr USD)
  • Full-Time Position (40 hours per week)
  • Fully Remote Position
  • A onceinalifetime opportunity to help transform how the world learns
  • A fastpaced, collaborative, and teamoriented work environment with plenty of training and a feedbackrich culture


  • San José, San José, Costa Rica Fragomen A tiempo completo

    Job DescriptionFragomen is a leading firm dedicated to immigration services worldwide. The firm has 6,000 immigration professionals and support staff in more than 60 offices across the Americas, EMEA and Asia Pacific. A member of the Am Law 100 and Am Law Global 100, Fragomen offers immigration support in more than 170 countries. Fragomen's professionals are...

  • Senior IT Specialist

    hace 2 semanas


    San José, San José, Costa Rica DSV A tiempo completo

    Senior IT Specialist(Electronic Data Interchange -EDI- functions)Place of work:TBARef no:TBAJob Requirements: EDI Spec Builder tools, Knowledge of EDI endtoend process, Creating new and modifying existing technical documentation, Experience in Software development testing (UNIT, UAT, Regression) and maintain the Test documents, Ability to work independently...

  • Senior Itsm Specialist

    hace 2 semanas


    San José, San José, Costa Rica Splunk A tiempo completo

    Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best...


  • San José, San José, Costa Rica Smartsheet A tiempo completo

    The Senior Fulfillment Operations Specialist is responsible for the timely and accurate review and processing of Smartsheet customer orders and across our global organization. You will ensure the accuracy, quality, and completeness of customer orders and invoices.In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve...


  • San José, San José, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    Amazon is a multi-national technology company and being proficient in English is a required qualification. CVs must be submitted in English as our recruitment team works in several jurisdictions. Completed University Bachelor's degree. 5+ years of Quality Assurance (QA), performance metrics and/or KPI audit experience. 3+ years of experience in...

  • Implementation Specialist

    hace 2 semanas


    San José, San José, Costa Rica Smartsheet A tiempo completo

    When was the last time you had an opportunity to work at a company that was forging an industry and helping people get from idea to impact – fast? Smartsheet's purpose is to empower everyone to improve how they work. We are looking for an experienced Implementation Specialist to guide engagement and product adoption for launch customers. As a...


  • San José, San José, Costa Rica Blueforce Inc A tiempo completo

    BlueForce, Inc. is seeking for Specialist Advisors to provide services in support of upcoming task orders located in Central America and other Western Hemisphere countries such as San Jose, Costa Rica.Some of the areas of expertise include: Acquisitions, Architecture, Construction Engineering, Data Analysis, Forensics, Law Enforcement, Mechanics,...


  • San José, San José, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    Are you passionate about helping Amazon Strive to Be Earth's Best Employer? Are you seeking an opportunity to partner with others to develop new services for Amazonians at scale? Are you energized by financial analysis and complex arrangements and excited to look for new ways to do business and drive costs down? If so, Disability & Leave Services (DLS) is...


  • San José, San José, Costa Rica Boston Consulting Group A tiempo completo

    WHAT YOU'LL DO:We are looking for a dynamic and driven, team-centric individual who thrives in a fast-paced and challenging environment. The Office Experience Senior Specialist will coordinate, implement, and contribute to a variety of operational and people-based initiatives in support of the Nexus Costa Rica office working closely with the Office...


  • San José, San José, Costa Rica Fragomen A tiempo completo

    Job DescriptionHow will you make a difference as a Talent Development Specialist at Fragomen?GENERAL Actively supports the Talent Development team in a range of transactional activities, such as administration for global and regional events, and technical support for virtual conferences under supervision of the Senior Talent Development Events Manager...


  • San José, San José, Costa Rica CRG Solutions A tiempo completo

    We are seeking a highly organized and detail-oriented customer success expert to join our team. You will build and maintain strong relationships with our business partners, proactively identify and address any issues, and work closely with cross-functional teams to ensure their success.Key Responsibilities: Act as the primary point of contact for assigned...


  • San José, San José, Costa Rica Larsen & Toubro Infotech Ltd A tiempo completo

    Specialist - Software EngineeringJob Requirements:To succeed, clear communication and strong tech understanding are essential.Experience Level:7-12 years of experience (P3 or max P4 preferred)Senior Developer or Lead positionMandatory Technical Skills:Proficiency in JAVA 8 or JAVA 11Hands-on experience with SpringbootWorking knowledge of Web...


  • San José, San José, Costa Rica Boston Consulting Group A tiempo completo

    WHAT YOU'LL DOWe are looking for a dynamic and driven, team-centric individual who thrives in a fast-paced and challenging environment. The Office Experience Senior Specialist will coordinate, implement, and contribute to a variety of operational and people-based initiatives in support of the Nexus Costa Rica office working closely with the Office Experience...


  • San José, San José, Costa Rica CRG Solutions A tiempo completo

    Compliance, Risk Management, and Governance SpecialistThe Compliance, Risk Management, and Governance Specialist will play a crucial role in supporting the integration of new systems into Drata, facilitating audit evidence collection, assisting with risk assessment activities, tracking and reporting on the risk register, and aiding in the annual policy...


  • San José, San José, Costa Rica Mastercard A tiempo completo

    Our PurposeWe work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our...


  • San José, San José, Costa Rica Datasite A tiempo completo

    Job Description:The Senior Service Desk Specialist plays a crucial role in our professional team, serving as the main point of contact for our internal customers. They provide top-quality support mainly through phone and remote tools, following established procedures for incident resolution. The position involves both technical and non-technical tasks, such...

  • Senior - Graphic Designer

    hace 2 semanas


    San José, San José, Costa Rica JLL A tiempo completo

    JLL supports the Whole You, personally and professionally.What this job involvesWe are currently seeking a dynamic individual for the role of Senior - Graphic Designer to join our team:Location: Heredia, Costa Rica.Work schedule: Monday to Friday, 8:00 am to 5:00 pm.Work model: Hybrid.Contract Type: Indefinite-term /As a Senior Graphic Designer working...

  • Policy Risk Specialist

    hace 2 semanas


    San José, San José, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    Bachelor's degree or 2+ years of experience working in relevant industries such as law, risk management, investigations, project or program management. Fluency in Spanish, English, and one of the following: Swedish, Danish or Norwegian. Proven ability to exercise judgment when policies are not well defined. High level of integrity and discretion to handle...

  • Policy Risk Specialist

    hace 2 semanas


    San José, San José, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    Bachelor's degree or 2+ years of experience working in relevant industries such as law, risk management, investigations, project or program management. Fluency in Spanish, English, and Italian. Proven ability to exercise judgment when policies are not well defined. High level of integrity and discretion to handle confidential information. Demonstrated...

  • Senior Product Specialist

    hace 2 semanas


    San José, San José, Costa Rica Zenoti A tiempo completo

    Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry.Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients...