Customer Retention Professional

hace 2 semanas


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

Overview

At Varsity Tutors, we're on a mission to revolutionize education and make it accessible to everyone. We're seeking a highly skilled and dedicated Senior Customer Retention Specialist to join our team based in Costa Rica. As a Senior Customer Retention Specialist, you'll be the advocate for our clients, working closely with our sales and training teams to ensure a positive experience for our clients.

Key Responsibilities

  • Conduct high-volume inbound phone calls to support current customers
  • Deflect cancellation requests with a solutions-oriented approach that instills confidence in our products
  • Manage 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 clients' needs to make recommendations for educational products and services
  • Communicate effectively with internal teams and external customers
  • De-escalate and handle challenging situations on a regular basis

Requirements

  • Fluent in English
  • 3+ years of experience with high-level customer escalations in account management, client relations, hospitality, or tourism
  • Education, teaching, or tutoring experience preferred but not required
  • High empathy and emotional intelligence with the ability to understand families' educational needs
  • Strong problem-solving skills and ability to adapt quickly 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 multi-task
  • Required equipment: PC or Mac with 8 GB of RAM
  • Required network: High-speed Internet access (50 Mbps download, 10 Mbps upload) via wired ethernet connection

What We Offer

  • Competitive hourly rate ($12/hr USD)
  • Full-time position (40 hours per week) with evenings and weekends required
  • 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

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


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