What are the responsibilities and job description for the Customer Retention Specialist (U.S.) position at Varsity Tutors?

Job Description

Overview :

Varsity Tutors, a Nerdy company, is looking for Customer Retention Specialists based in the USA 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!

Customer 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 remote position focused on retaining existing customers during high-level escalations. Customer Retention Specialists will work closely with our sales and training teams and help ensure a positive experience for our clients.

Why Nerdy?

Innovative Technology : Be a part of a leading US private tutoring company changing the game in education with innovative, tech-driven learning solutions.
Career Growth Opportunities : This is a fully remote, full-time position that offers on the job training and future opportunities into training, management, and other parts of the business based on individual performance. Excel in your role and watch your career and earnings soar!
Uncapped Earning Potential : Enjoy competitive base compensation with generous commission structures that reward your success.
Lucrative Bonuses : Achieve and surpass your retention / renewal targets to unlock exciting performance bonuses and incentives.
Make a Difference : Help students achieve their learning goals and make a real impact on their educational journey.

Location : Fully Remote - Based in the USA

Compensation / Benefits :

41,600 annualized base salary.

6,000 annualized variable compensation target (plus unlimited bonus potential).

Comprehensive benefits package which includes health insurance, 4% 401K matching plan with no vesting, paid time off and company paid holidays, equipment (MacBook and headphones), and a free Varsity Tutors Learning Membership for you and your household (1-1 tutoring hours for you and your family, unlimited use of our on-demand learning services, and access to our online classes)

About Nerdy :

Nerdy (NYSE : NRDY), the parent company of Varsity Tutors, is a leading platform for live online learning, with a mission to transform the way people learn through technology. The Company's purpose-built proprietary platform leverages technology, including AI, to connect learners of all ages to experts, delivering superior value on both sides of the network. Nerdy'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. Nerdy's flagship business, Varsity Tutors, is one of the nation's largest platforms for live online tutoring and classes. Its solutions are available directly to students and consumers, as well as through schools and other institutions. Learn more about Nerdy at https : / / www.nerdy.com / .

Qualifications :

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, 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.

Ability to accommodate a full-time schedule (40 hours per week) that includes at least 1 evening and 1 weekend shift every week.

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.

Understand and appreciate that Nerdy is an apolitical company and that we can have the largest impact if we are united in our focus on helping people learn and not divided or distracted by advancing unrelated causes.

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.

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 / Training :

Paid virtual training program will take place Monday - Friday, 9am-5 : 30pm CST.

Fully Remote Position.

Company-issued Macbook, headphones, and latest software.

Once in a lifetime opportunity to help revolutionize how the world learns!

To support both the consultative and sales requirements of the position, we offer a training program with ongoing career development and opportunities for growth.

Learn industry-leading communication and customer retention techniques that will enable you to find solutions for families.

Become an expert in educational products and programs, including 1-on-1 tutoring, online classes, adaptive assessments, and homeschooling.

Varsity Tutors is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. (INDHP)

Salary : $41,600

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