Customer Retention Specialist

Summary

Join Varsity Tutors as a Customer Retention Specialist and become an advocate for our clients! This fully remote, full-time position based in the USA focuses on retaining existing customers through high-level escalations. You will assess client needs, manage accounts to drive engagement, and resolve issues efficiently and empathetically. Collaborate with sales and training teams to ensure positive client experiences. Enjoy competitive base compensation, generous commissions, lucrative bonuses, and a comprehensive benefits package. Advance your career with on-the-job training and opportunities in training, management, and other areas.

Requirements

• 3+ years experience with high-level customer escalations in account management, client relations, hospitality, or tourism, preferably over the phone
• 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 fast-paced 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 multi-task
• Ability to accommodate a full-time schedule (40 hours per week) that includes at least 1 evening and 1 weekend shift every week
• Network requirements: High-speed Internet access (50 Mbps download, 10 Mbps upload) via wired ethernet connection; no Wi-Fi, Satellite or Cellular Hotspot or Cellular Internet
• Understand and appreciate that Nerdy is an apolitical company and that we can have the largest impact if we are united in our focus on helping people learn and not divided or distracted by advancing unrelated causes

Responsibilities

• Conduct and effectively manage high-volume 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 follow-up
• Communicate effectively with internal team and external customers
• De-escalate and handle challenging situations on a regular basis
• Actively implement coaching and feedback in pursuit of providing customers with a high quality experience

Preferred Qualifications

Education, teaching, or tutoring experience is preferred, but not required

Benefits

• $41,600 annualized base salary
• $6,000 annualized variable compensation target (plus unlimited bonus potential)
• Comprehensive benefits package which includes health insurance, 4% 401K matching plan with no vesting, paid time off and company paid holidays, equipment (MacBook and headphones), and a free Varsity Tutors Learning Membership for you and your household (1-1 tutoring hours for you and your family, unlimited use of our on-demand learning services, and access to our online classes)
• Paid virtual training program will take place Monday - Friday, 9am-5:30pm CST
• Fully Remote Position
• Company-issued Macbook, headphones, and latest software
• To support both the consultative and sales requirements of the position, we offer a training program with ongoing career development and opportunities for growth
• Learn industry-leading communication and customer retention techniques that will enable you to find solutions for families
• Become an expert in educational products and programs, including 1-on-1 tutoring, online classes, adaptive assessments, and homeschooling