53 applicantsPosted by Agency

Company

Varsity Tutors, a Nerdy Company · 2 days ago

Customer Retention Specialist (U.S.)

Remote - New York City

Full-time

Remote

Mid Level

$42K/yr - $42K/yr

3+ years exp

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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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Account managementClient relationsConflict managementTeaching experience

Required

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.

Preferred

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

Benefits

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)

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)

Company

Varsity Tutors, a Nerdy Company

Glassdoor

3.3

Varsity Tutors, a Nerdy (NYSE: NRDY) company, is a leading platform for live online learning, with a mission to transform the way people learn through technology.

Founded in 2007

St Louis, Missouri, USA

501-1000 employees