Senior Customer Retention Specialist – Remote Opportunity for Experienced Professionals to Drive Customer Engagement and Loyalty at blithequark

Introduction to blithequark

blithequark, a pioneering force in the education technology sector, is revolutionizing the way people learn through innovative solutions and personalized instruction. As a leading platform for live online learning, blithequark's mission is to transform the educational landscape by leveraging cutting-edge technology, including AI, to connect learners of all ages with experts. With a comprehensive learning destination offering experiences across 3,000+ subjects and multiple formats, blithequark is dedicated to delivering superior value to both learners and educators. Our flagship business is one of the nation's largest platforms for live online tutoring and classes, providing solutions directly to students, consumers, schools, and institutions.

About the Role

We are seeking an experienced Senior Customer Retention Specialist to join our team at blithequark. As a Senior Customer Retention Specialist, you will play a vital role in driving customer engagement, resolving issues efficiently, and increasing retention rates. This is a temp-to-hire, remote position that focuses 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 a strong ability to empathize with customers, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Conduct and effectively manage a high volume of inbound phone calls to support current customers, addressing their concerns, and providing personalized solutions.
• Deflect cancellation requests by adopting a solutions-oriented approach that instills confidence in our products and services.
• Take full ownership of existing customers who are at risk of canceling services, working proactively to understand their needs and provide tailored recommendations for educational products and services.
• Address complaints with the goal of increasing customer satisfaction, securing renewals, and achieving client onboarding, retention, and engagement targets set by management.
• Assess and understand the needs of our clients to make informed recommendations for educational products and services, assisting in client service and building strong relations with our students and families.
• Manage client records to ensure proper follow-up, communicate effectively with internal teams and external customers, and de-escalate challenging situations on a regular basis.
• Actively implement coaching and feedback to provide customers with a high-quality experience, embodying blithequark's leadership principles and values.

Qualifications and Skills

To be successful in this role, you should have:

• 3+ years of experience in high-level customer escalations, 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 the ability to adapt quickly in a fast-paced environment, with conflict management skills and high-level judgment when managing customer defects.
• Ability to remain calm and professional in stressful situations, with excellent verbal and written communication skills.
• Ability to work independently, multi-task, and meet network requirements, including high-speed internet access via a wired Ethernet connection.
• Understanding and appreciation of blithequark's apolitical stance and focus on helping people learn.

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 ongoing coaching to enhance your skills and performance.
• Opportunities for career advancement, including the potential to be promoted to a full-time position based on performance.
• A comprehensive benefits package, including health insurance, 401k matching plan, PTO, and free access to tutoring and our online educational resources.
• A fast-paced, collaborative, and team-oriented work environment with a feedback-rich culture.
• The chance to work with a talented team of professionals who share your passion for education and customer satisfaction.

Work Environment and Company Culture

blithequark is dedicated to creating a positive and inclusive work environment that fosters collaboration, creativity, and growth. Our company culture is built on the following principles:

• Relentless focus on customers and their needs.
• Comfort with ambiguity and adaptability in a fast-paced environment.
• Ownership and accountability for results and actions.
• Simplification of processes and procedures to enhance efficiency.
• Intellectual curiosity and a passion for learning and innovation.
• Building strong teams and relationships through effective communication and empathy.
• Thinking big and striving for excellence in all aspects of our work.
• Insisting on high standards and delivering results that exceed expectations.
• Bias for action and a willingness to take calculated risks.
• Building trust and credibility through transparency and integrity.

Compensation and Perks

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.
• A comprehensive benefits package, including health insurance, 401k matching plan, PTO, and free access to tutoring and our online educational resources.
• A once-in-a-lifetime opportunity to help transform how the world learns and make a meaningful impact on the education sector.
• A fully remote position, allowing you to work from the comfort of your own home and maintain a healthy work-life balance.

Conclusion

If you are a motivated and customer-focused professional looking for a challenging and rewarding role, we encourage you to apply for the Senior Customer Retention Specialist position at blithequark. With your skills, experience, and passion for education, you can make a real difference in the lives of our customers and contribute to the growth and success of our company. Join our team and be part of a dynamic and innovative organization that is shaping the future of education. Apply now and take the first step towards an exciting and fulfilling career at blithequark!