**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 ensuring our customers receive an exceptional experience, driving retention, and growth for arenaflex.
**About arenaflex**
arenaflex is a leading platform for live online learning, with a mission to transform the way people learn through technology. Our 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, serving students and consumers directly, as well as through schools and other institutions.
**Join Our Fast-Growing Team**
As a Senior Customer Retention Specialist, you'll be part of a dynamic team that's passionate about making a difference in education. You'll work closely with our sales and training teams to ensure a positive experience for our clients, leveraging your exceptional communication skills, empathy, and problem-solving abilities to drive customer engagement and retention.
**Responsibilities**
* Conduct and effectively manage high-volume inbound phone calls to support current customers
* Deflect cancellation requests with a solutions-oriented approach that instills confidence in our products
* Full ownership of existing customers 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 client needs 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 follow-up
* Communicate effectively with internal teams and external customers
* De-escalate and handle challenging situations on a regular basis
* Actively implement coaching and feedback to provide customers with a high-quality experience
**arenaflex 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
**Compensation and Benefits**
* $18/hour to start, with the opportunity to be promoted to a full-time position based on performance, offering:
+ $40,000 base salary
+ $6,000 variable compensation target (plus unlimited bonus potential)
+ Equity (Restricted Stock Units) in the company
* Comprehensive benefits package (health insurance, 401k matching plan, PTO, and free access to tutoring and our online educational resources) for full-time positions
* Fully remote position with flexible scheduling
* A once-in-a-lifetime opportunity to help transform how the world learns!
* A fast-paced, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture
**Requirements**
* 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
**Why Join arenaflex?**
* Be part of a revolutionary education platform that's transforming lives
* Work with a talented team that's passionate about making a difference
* Enjoy a comprehensive benefits package and competitive compensation
* Develop your skills and expertise in a fast-paced, collaborative environment
* Contribute to a mission that's shaping the future of education
**Apply Now**
If you're a customer-focused professional with a passion for education, we encourage you to apply for this exciting opportunity. Join our team and help us transform the way people learn!