Senior Customer Retention Specialist - Transforming Education through Exceptional Client Experience at blithequark

Join the blithequark Team: Revolutionizing Learning through Technology At blithequark, we're on a mission to transform the way people learn by harnessing the power of innovative technology. As a leading platform for live online learning, we're dedicated to connecting learners of all ages with experts, providing superior value on both sides of the network. 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, and on-demand study support. We're seeking a highly skilled and empathetic Senior Customer Retention Specialist to join our team and help drive customer engagement and retention. About the Role As a Senior Customer Retention Specialist at blithequark, you'll be the advocate for our clients, assessing their needs, managing accounts, and resolving issues efficiently and empathetically. This temp-to-hire, remote position is focused on retaining existing customers during high-level escalations. You'll work closely with our sales and training teams to ensure a positive experience for our clients and drive customer satisfaction. Key Responsibilities Conduct and effectively manage a high-volume of inbound phone calls to support current customers Deflect cancellation requests with a solutions-oriented approach that instills confidence in our products and services Take full ownership of existing customers that are at risk of canceling services, addressing complaints and concerns to increase satisfaction and secure renewals or saves Achieve client onboarding, retention, and engagement targets set by management, assessing and understanding client needs to make recommendations for educational products and services Assist in client service, building strong relations with our students and families, and manage client records to ensure proper follow-up Communicate effectively with internal teams and external customers, de-escalating and handling challenging situations on a regular basis Actively implement coaching and feedback to provide customers with a high-quality experience Qualifications and Skills To succeed 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 High empathy and emotional intelligence, with the ability to understand families' educational needs and make product/service recommendations Strong problem-solving skills and the ability to adapt quickly in a fast-paced environment Conflict management skills and the ability to use high-level judgment when managing customer defects Excellent verbal and written communication skills, with the ability to remain calm and professional in stressful situations Ability to work independently and multi-task, with a strong network connection (high-speed Internet access via wired ethernet connection) Preferred qualifications include education, teaching, or tutoring experience, although this is not required. We're committed to being an apolitical company, united in our focus on helping people learn. blithequark Leadership Principles At blithequark, we're guided by our Leadership Principles, which include: 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 Career Growth and Benefits This is a temp-to-hire position with a competitive hourly rate of $18/hour. Based on performance, you'll have the opportunity to be promoted to a full-time position, which offers: A base salary of $40,000 A variable compensation target of $6,000 (plus unlimited bonus potential) Equity (Restricted Stock Units) in the company A comprehensive benefits package, including health insurance, 401k matching plan, PTO, and free access to tutoring and online educational resources As a fully remote position, you'll enjoy the flexibility and autonomy to work from home. You'll be part of a fast-paced, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture. Why Join blithequark? By joining blithequark, you'll be part of a pioneering company that's transforming the education landscape. You'll have the opportunity to make a meaningful impact on the lives of learners across the globe. Our company culture is built on a foundation of innovation, teamwork, and a relentless focus on customers. We're committed to providing a work environment that's supportive, inclusive, and empowering. If you're a motivated and empathetic professional looking to drive customer satisfaction and retention, we encourage you to apply for this exciting opportunity. Join our team and help shape the future of learning! Don't miss this chance to be part of a once-in-a-lifetime opportunity to transform how the world learns. Apply now and take the first step towards a rewarding career at blithequark! Apply for this job