**Transforming Education, One Customer at a Time**
At arenaflex, we're revolutionizing the way people learn with innovative technology and personalized learning products. Our award-winning online and mobile learning platforms connect students and professionals from around the world with expert instruction to achieve any goal. As a Senior Customer Retention Specialist, you'll play a critical role in helping us deliver exceptional customer experiences and drive growth for our fast-growing team.
**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 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.
**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
* 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 to provide customers with a high-quality experience
**arenaflex Leadership Principles**
At arenaflex, we're guided by a set of 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 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
**Work Environment and Culture**
As a remote Senior Customer Retention Specialist, you'll enjoy:
* A fully remote position with the flexibility to work from home
* A fast-paced, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture
* Opportunities for career growth and professional development
* 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!
**Compensation and 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 offer:
* $40,000 base salary
* $6,000 variable compensation target (plus unlimited bonus potential)
* Equity (Restricted Stock Units) in the company
* Comprehensive benefits package, including health insurance, 401k matching plan, PTO, and free access to tutoring and our online educational resources
**How to Apply**
If you're passionate about education and customer service, and you're looking for a challenging and rewarding role, apply now to join our team at arenaflex!
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