Customer Retention Representative

Overview:

Varsity Tutors, a leading provider of personalized learning solutions, is seeking highly skilled Senior Customer Retention Specialists to join its team in Costa Rica. Our innovative online and mobile learning platforms connect students and professionals worldwide with expert instruction, empowering them to achieve their goals.

Senior Customer Retention Specialists play a vital role in ensuring customer satisfaction by assessing needs, managing accounts, and resolving issues efficiently and empathetically. This full-time, remote position involves working closely with sales and training teams to deliver an exceptional experience for our clients.

Responsibilities:

• Conduct high-volume inbound phone calls to support current customers
• Deflect cancellation requests with solutions-oriented approaches
• Own 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 client needs and make recommendations for educational products and services
• Communicate effectively with internal teams and external customers
• De-escalate challenging situations and implement coaching and feedback

Requirements:

• 3+ years of experience in high-level customer escalations in account management, client relations, hospitality, or tourism
• Fluent English language skills
• High empathy and emotional intelligence
• Strong problem-solving skills and ability to adapt quickly
• Conflict management skills and high-level judgment
• Excellent verbal and written communication skills
• Ability to work independently and multi-task

Benefits:

• Competitive hourly rate: $12 per hour USD
• Full-time position (40 hours per week)
• Fully remote position based in Costa Rica
• Opportunity to transform education through innovation