Senior Customer Retention Specialist | arenaflex | $18 – $18 | Remote (USA)

Unlock a Career in Customer Retention and Help Transform the Way People Learn

Are you passionate about delivering exceptional customer experiences and driving business growth? Do you thrive in fast-paced environments and enjoy the challenge of resolving complex issues? If so, we invite you to join arenaflex, a leading platform for live online learning, as a Senior Customer Retention Specialist.

About arenaflex

arenaflex is a pioneering company that's revolutionizing the way people learn through innovative technology. Our award-winning online and mobile learning platforms connect students and professionals from around the world with personalized instruction to achieve any goal. With a comprehensive learning destination offering 3,000+ subjects and multiple formats, we're committed to transforming the education landscape.

Job Summary

As a Senior Customer Retention Specialist at arenaflex, you'll be an advocate for our clients, working closely with our sales and training teams to ensure a positive experience for our customers. You'll assess client needs, manage accounts to drive customer engagement, and increase retention by efficiently and empathetically resolving issues. This is a temp-to-hire, remote position focused on retaining existing customers during high-level escalations.

Responsibilities

* Conduct and effectively manage high-volume inbound phone calls to support current customers

• Deflect cancellation requests with a solutions-oriented approach that instills confidence in our products
• Full ownership of existing customers 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 client needs 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 teams and external customers
• De-escalate and handle challenging situations on a regular basis
• Actively implement coaching and feedback to provide customers with a high-quality experience

arenaflex Leadership Principles

* 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

Qualifications

* 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
• Understand and appreciate that arenaflex 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

Career Growth Opportunities and Learning Benefits

* Opportunity to be promoted to a full-time position based on performance

• Comprehensive benefits package (health insurance, 401k matching plan, PTO, and free access to tutoring and our online educational resources)
• Fully remote position with flexible scheduling
• A fast-paced, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture
• A once-in-a-lifetime opportunity to help transform how the world learns!

Pay and Benefits

* $18/hour to start with the opportunity to be promoted to a full-time position based on performance

• Full-time positions (evenings and weekends required) also include a comprehensive benefits package (health insurance, 401k matching plan, PTO, and free access to tutoring and our online educational resources)
• Opportunity to earn up to $6,000 in variable compensation target (plus unlimited bonus potential)

How to Apply

If you're passionate about delivering exceptional customer experiences and driving business growth, we invite you to apply for this exciting opportunity. Please visit our website to submit your application and join our team of dedicated professionals who are transforming the way people learn. Apply Now! Apply for this job