Customer Retention and Operations Specialist

Summary

Join ELVTR, a premier online education platform, as a Customer Retention and Operation Specialist. This full-time remote position, based in Mexico, focuses on managing client retention, handling refunds and billing inquiries, and providing administrative support to the sales team. You will be responsible for resolving customer concerns, managing chargebacks, maintaining accurate records, and improving internal processes. The ideal candidate is detail-oriented, a strong communicator, and proficient in CRM systems. ELVTR offers a competitive salary, bonuses, remote work flexibility, gym membership reimbursements, mental health benefits, generous vacation time, and free access to all courses.

Requirements

• 1+ years of experience in sales, customer service, or a similar role
• Excellent phone and email communication skills, with the ability to build strong relationships with customers and colleagues
• Strong organizational skills and keen attention to detail
• Ability to multitask and prioritize competing demands in a fast-paced environment
• Proactive problem-solver with a customer-focused mindset
• Strong analytical and decision-making skills to assess patterns and propose actionable solutions
• High level of adaptability and willingness to take on diverse responsibilities

Responsibilities

• Handle refunds and transfer requests on a day-to-day basis, providing an excellent experience to customers and retaining a high percentage of saved students
• Engage with customers to resolve concerns, improve satisfaction, and encourage loyalty
• Handle chargeback cases promptly, providing necessary documentation and resolutions
• Actively work in the CRM to keep track of cases and maintain the Refunds Report and Monthly KPI report to improve refund-related processes
• Regularly review and address missing tickets to ensure no unresolved customer inquiries
• Attend weekly production meetings with Program Managers and Instructional Designers to address concerns and align on strategies
• Handle customer complaints effectively, ensuring swift resolutions and capturing insights to prevent recurrence
• Manage the Welcome Back Credits process for re-engaging former customers
• Hold monthly cross-functional meetings to assess the general picture, identify patterns, and propose process improvements
• Assist with additional operational tasks as needed, ensuring smooth workflows and team efficiency
• Improve internal processes and offer solutions

Preferred Qualifications

Experience with a CRM system

Benefits

• Competitive Salary and Bonuses
• Gym membership reimbursements
• Mental health benefits
• Generous vacation allowance
• Free access to all our courses
• Remote Work