Customer Experience Advocate for Education
hace 2 meses
Varsity Tutors is a pioneering education company that's revolutionizing the way people learn. With innovative technology and personalized learning products, we connect students and professionals from around the world with expert instruction.
Senior Customer Retention Specialist RoleThis is a full-time remote position based in Costa Rica, where you'll work as a Senior Customer Retention Specialist to retain existing customers during high-level escalations. You'll be an advocate for our clients, assessing their needs and managing accounts to drive customer engagement and increase retention through efficient and empathetic issue resolution.
Responsibilities- Conduct and effectively manage a high-volume of inbound phone calls to support current customers.
- Deflect cancellation requests with a solutions-oriented approach that instills confidence in our product.
- Take full ownership of existing customers at risk of canceling services.
- Address complaints to increase satisfaction and secure renewals or saves.
- Achieve client onboarding, retention, and engagement targets set by management.
- Assess and understand client needs to make recommendations for educational products and services.
- Assist in client service and build strong relations with our students and families.
- Manage client records for proper follow-up.
- Communicate effectively with internal teams and external customers.
- De-escalate and handle challenging situations regularly.
- Familiarity with high-level customer escalations in account management, client relations, hospitality, or tourism, preferably over the phone.
- Experience in education, teaching, or tutoring 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 adaptability in a fast-paced environment.
- Conflict management skills and 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.
We offer a competitive hourly rate of $12 USD, a fully remote position, and a once-in-a-lifetime opportunity to help transform how the world learns. This is a fast-paced, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture.
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Customer Retention Representative
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