Senior Customer Retention Specialist for Innovative Education Technology Leader - Remote Opportunity in the United States

Introduction to blithequark

Imagine being part of a revolutionary movement in education, where technology meets innovation to transform the way people learn. At blithequark, we are pioneers in live online learning, driven by a mission to make high-quality education accessible to everyone. As a leading platform, we leverage cutting-edge technology, including AI, to connect learners of all ages with expert educators, delivering unparalleled value on both sides of the network. Our comprehensive learning destination offers experiences across over 3,000 subjects and multiple formats, including one-on-one instruction, small group classes, and adaptive self-study. We are now seeking a highly skilled and empathetic Senior Customer Retention Specialist to join our team, working remotely from the United States.

About the Role

As a Senior Customer Retention Specialist at blithequark, you will be an advocate for our clients, assessing their needs, managing accounts to drive customer engagement, and increasing retention through efficient and empathetic issue resolution. This is a temp-to-hire position with paid training, focused on retaining existing customers during high-level escalations. You will work closely with our sales and training teams to ensure a positive experience for our clients. If you have a passion for education, excellent communication skills, and the ability to work independently in a fast-paced environment, we encourage you to apply.

Key Responsibilities

• Conduct and effectively manage a high volume of inbound phone calls to support current customers, providing solutions-oriented approaches to instill confidence in our products and services.
• Deflect cancellation requests and address complaints with the goal of increasing satisfaction and securing renewals or saves.
• Take full ownership of existing customers at risk of canceling services, assessing their needs, and making recommendations for educational products and services.
• Achieve client onboarding, retention, and engagement targets set by management, ensuring high-quality customer experiences.
• Manage client records for proper follow-up, communicate effectively with internal teams and external customers, and de-escalate challenging situations regularly.
• Actively implement coaching and feedback to continuously improve customer experiences and contribute to the growth and success of blithequark.

Qualifications and Skills

To succeed as a Senior Customer Retention Specialist at blithequark, you should have:

• 3+ years of experience in high-level customer escalations, 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, with conflict management skills and high-level judgment for managing customer defects.
• Excellent verbal and written communication skills, with the ability to remain calm and professional in stressful situations.
• Ability to work independently, multi-task, and meet network requirements for remote work, including high-speed internet access via a wired Ethernet connection.
• Education, teaching, or tutoring experience is preferred but not required, with an understanding and appreciation of blithequark’s apolitical stance and focus on helping people learn.

Essential Competencies

• Customer Focus: Demonstrated ability to understand and meet customer needs, with a relentless focus on delivering high-quality experiences.
• Communication: Excellent verbal and written communication skills, with the ability to articulate complex information clearly and empathetically.
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to adapt to new situations and challenges.
• Emotional Intelligence: High empathy and self-awareness, with the ability to manage emotions and behaviors in a fast-paced, customer-facing environment.

Career Growth and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Senior Customer Retention Specialist, you will have access to:

• Paid training and onboarding program to ensure your success in the role.
• Ongoing coaching and feedback to enhance your skills and performance.
• Opportunities for career advancement and professional growth within the company.
• Access to our comprehensive learning platform, with the ability to develop new skills and knowledge.

Work Environment and Culture

blithequark offers a fast-paced, collaborative, and team-oriented work environment, with a feedback-rich culture that values innovation, creativity, and customer focus. As a remote team member, you will be part of a dynamic and distributed team, with opportunities to connect with colleagues and contribute to the company’s mission and values.

Compensation and Benefits

We offer a competitive compensation package, including:

• $18/hour to start, with the opportunity to be promoted to a full-time position based on performance.
• Full-time positions offer a $40,000 base salary, $6,000 variable compensation target, and unlimited bonus potential.
• Equity (Restricted Stock Units) in the company, with a comprehensive benefits package, including health insurance, 401k matching plan, PTO, and free access to tutoring and our online educational resources.

Conclusion

If you are a motivated and customer-focused professional, passionate about education and making a difference in people’s lives, we encourage you to apply for the Senior Customer Retention Specialist role at blithequark. This is a unique opportunity to join a pioneering company in the education technology sector, with the potential to grow and develop your career in a fast-paced and innovative environment. Apply now to become part of our team and contribute to transforming the way people learn!