Customer Retention Specialist (Work from Home)

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Requirements:

• Fluent in English
• 3+ years experience with high-level customer escalations in account management, client relations, hospitality, or tourism, preferably over the phone.
• 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

Responsibilities:

• Conduct and effectively manage high-volume 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 follow-up
• Communicate effectively with internal team and external customers
• De-escalate and handle challenging situations on a regular basis
• Actively implement coaching and feedback in pursuit of providing customers with a high quality experience