**Transforming Education, One Customer at a Time**
At arenaflex, we're revolutionizing the way people learn with innovative technology and personalized learning products. As a Senior Customer Retention Specialist, you'll play a vital role in helping us achieve our mission by ensuring our existing customers receive the best possible experience. If you're passionate about education, customer service, and making a difference, we want to hear from you!
**About arenaflex**
arenaflex is a leading platform for live online learning, with a mission to transform the way people learn through technology. Our purpose-built proprietary platform leverages technology, including AI, to connect learners of all ages to experts, delivering superior value on both sides of the network. arenaflex's comprehensive learning destination provides learning experiences across 3,000+ subjects and multiple formats, including one-on-one instruction, small group classes, large format group classes, on-demand study support, and adaptive self-study. Our flagship business, arenaflex, is one of the nation's largest platforms for live online tutoring and classes. Its solutions are available directly to students and consumers, as well as through schools and other institutions. Learn more about arenaflex at https://www.arenaflex.com/.
**Key Responsibilities**
As a Senior Customer Retention Specialist, you'll be responsible for:
* Conducting and effectively managing high-volume inbound phone calls to support current customers
* Deflecting cancellation requests with a solutions-oriented approach that instills confidence in our products
* Taking full ownership of existing customers at risk of canceling services
* Addressing complaints with the goal of increasing satisfaction and securing renewals or saves
* Achieving client onboarding, retention, and engagement targets set by management
* Assessing and understanding the needs of our clients to make recommendations for educational products and services
* Assisting in client service and building strong relations with our students and families
* Managing client records to ensure proper follow-up
* Communicating effectively with internal teams and external customers
* De-escalating and handling challenging situations on a regular basis
* Actively implementing coaching and feedback in pursuit of providing customers with a high-quality experience
**arenaflex Leadership Principles**
At arenaflex, we're guided by a set of leadership principles that shape our culture and decision-making:
* 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**
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
* 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
* 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
* Understanding and appreciation 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
**Pay/Benefits**
As a Senior Customer Retention Specialist, you'll start at $18/hour with the opportunity to be promoted to a full-time position based on performance. Full-time positions (evenings and weekends required) include a comprehensive benefits package, including:
* $40,000 base salary
* $6,000 variable compensation target (plus unlimited bonus potential)
* Health insurance
* 401k matching plan
* PTO
* Free access to tutoring and our online educational resources
**Work Environment**
As a remote employee, you'll have the flexibility to work from anywhere in the USA with a reliable internet connection. Our team is fast-paced, collaborative, and team-oriented, with plenty of training and a feedback-rich culture.
**Why Join arenaflex?**
* Be part of a revolutionary education company that's transforming the way people learn
* Work with a talented team of professionals who are passionate about education and customer service
* Enjoy a comprehensive benefits package and competitive pay
* Have the opportunity to grow and develop your skills in a fast-paced and dynamic environment
* Make a real difference in the lives of our customers and their families
**How to Apply**
If you're passionate about education, customer service, and making a difference, we want to hear from you! Apply now to join our team as a Senior Customer Retention Specialist and be part of the arenaflex revolution!
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