Customer Retention Specialist (U.S.)

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Requirements:

• 3+ years 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 to understand families' educational needs.
• Strong problem-solving skills and ability to adapt quickly in a fast-paced environment.
• Conflict management skills and high-level judgment in 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.
• Ability to accommodate a full-time schedule including at least 1 evening and 1 weekend shift.
• Network requirements: High-speed Internet access (50 Mbps download, 10 Mbps upload) via wired ethernet connection.

Responsibilities:

• Conduct and manage high-volume inbound phone calls to support current customers.
• Deflect cancellation requests with a solutions-oriented approach.
• Full ownership of existing customers that are at risk of canceling services.
• Address complaints with the goal of increasing satisfaction and securing renewals.
• Achieve client onboarding, retention, and engagement targets set by management.
• Assess and understand client needs to make educational product recommendations.
• Assist in client service and build strong relations with students and families.
• Manage client records for proper follow-up.
• Communicate effectively with internal team and external customers.
• De-escalate and handle challenging situations.