Senior Customer Retention Specialist (Work from Home) | arenaflex | $18 – $18 | Remote (United States)

Join the arenaflex Team and Help Transform the Way People Learn

At arenaflex, we're on a mission to revolutionize the way people learn and achieve their goals. As a leading platform for live online learning, we're committed to delivering superior value to our learners and experts alike. Our comprehensive learning destination offers a wide range of learning experiences across 3,000+ subjects and multiple formats, including one-on-one instruction, small group classes, large format group classes, on-demand study support, and adaptive self-study.

About arenaflex

arenaflex is a leading platform for live online learning, with a mission to transform the way people learn through technology. Our purpose-built proprietary platform leverages technology, including AI, to connect learners of all ages to experts, delivering superior value on both sides of the network. arenaflex's comprehensive learning destination provides learning experiences across 3,000+ subjects and multiple formats, making us one of the nation's largest platforms for live online tutoring and classes.

Senior Retention Specialist Role

We're seeking a highly skilled and empathetic Senior Retention Specialist to join our team. As a Senior Retention Specialist, you'll be an advocate for our clients, assessing their needs and managing their accounts to drive customer engagement and increase retention. You'll work closely with our sales and training teams to ensure a positive experience for our clients.

Responsibilities

As a Senior Retention Specialist, you'll be responsible for:

• Conducting and effectively managing high-volume inbound phone calls to support current customers
• Deflecting cancellation requests with a solutions-oriented approach that instills confidence in our products
• Full ownership of existing customers that are at risk of canceling services
• Addressing complaints with the goal of increasing satisfaction and securing renewals or saves
• Achieving client onboarding, retention, and engagement targets set by management
• Assessing and understanding the needs of our clients to make recommendations for educational products and services
• Assisting in client service and building strong relations with our students and families
• Managing client records to ensure proper follow-up
• Communicating effectively with internal teams and external customers
• De-escalating and handling challenging situations on a regular basis
• Actively implementing coaching and feedback in pursuit of providing customers with a high-quality experience

Qualifications

To be successful in this role, you'll need:

• 3+ years of experience with high-level customer escalations in account management, client relations, hospitality, or tourism, preferably over the phone
• Education, teaching, or tutoring experience 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 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
• 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

arenaflex Leadership Principles

At arenaflex, we're guided by a set of leadership principles that shape our culture and decision-making:

• 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

Pay and Benefits

As a Senior Retention Specialist, you'll start at $18/hour with the opportunity to be promoted to a full-time position based on performance. Full-time positions offer:

• $40,000 base salary
• $6,000 variable compensation target (plus unlimited bonus potential)
• Equity (Restricted Stock Units) in the company
• Comprehensive benefits package (health insurance, 401k matching plan, PTO, and free access to tutoring and our online educational resources)
• 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

Why Join arenaflex?

At arenaflex, we're passionate about transforming the way people learn and achieve their goals. We're a fast-paced, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture. As a Senior Retention Specialist, you'll have the opportunity to make a real impact on our clients' lives and help shape the future of education.

Apply Now

If you're a motivated and empathetic individual with a passion for customer service, we encourage you to apply for this exciting opportunity. Join our team and help transform the way people learn! Apply for this job