Senior Retention Specialist - Santiago, Chile - Varsity Tutors

Varsity Tutors

Empresa verificada

Santiago, Chile

hace 1 semana

Publicado por:

Valentina Hurtado

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Descripción

Overview:

Varsity Tutors, a Nerdy company, is looking for international Senior Retention Specialists based in Chile to join our team Varsity Tutors is transforming how people learn with new and innovative technology, and offers a full suite of learning products that are personalized to the needs of every learner.

Our award-winning online and mobile learning platforms connect students and professionals from all around the world with personalized instruction to achieve any goal.

Come join our fast growing team and help people get the educational help they need

Senior Retention Specialists are advocates for the clients of Varsity Tutors. They assess needs, manage accounts to drive customer engagement, and increase retention by efficient and empathetic issue resolution. This is a full time, remote position focused on retaining existing customers during high-level escalations.

Senior Retention Specialists will work closely with our sales and training teams and help ensure a positive experience for our clients.

Location:
Fully Remote - Based in Chile

Training:
The training runs for 4 weeks from 9am-5:30pm CDT, Monday-Friday. The first training week is a live, interactive classroom style type setting completely free of outside distractions. You would begin your set schedule (including evenings/weekends) after the training weeks are complete.

Schedule:

Full-time, 40 hours a week, with at least 2 evenings and every other weekend required based on available shifts (shifts to be adjusted seasonally based on demand if needed).

Operating Hours are from 7:00am CDT - 10:00pm CDT (U.S. time zones)

About Nerdy:

Qualifications:

Fluent in English
3+ years experience with highlevel 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 fastpaced 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 multitask
Equipment requirements: Required: PC or Mac with 8 GB of RAM.
Network requirements: Highspeed Internet access (50 Mbps download, 10 Mbps upload) via wired ethernet connection; no Wi-Fi, Satellite or Cellular Hotspot or Cellular Internet

Responsibilities:

Conduct and effectively manage highvolume of inbound phone calls to support current customers
Deflect cancellation requests with a solutions oriented approach that instills confidence in the product
Full ownership of existing customers that are 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 the needs of our clients to be able 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 followup
Communicate effectively with internal team and external customers
Deescalate and handle challenging situations on a regular basis
Actively implement coaching and feedback in pursuit of providing customers with a high quality experience

Varsity Tutors 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

Benefits:

Competitive Hourly Rate ($12/hr USD)
Full-Time Position (40 hours per week)
Fully Remote Position
A onceinalifetime opportunity to help transform how the world learns
A fastpaced, collaborative, and teamoriented work environment with plenty of training and a feedbackrich culture