Customer Retention Specialist

About Varsity Tutors:

Varsity Tutors, a Nerdy Company, is the leading direct-to-consumer, curated platform for live online learning benefiting both learners and experts. We have built a comprehensive online learning destination that enables the delivery of scaled high-quality live expertise for learners of all ages across thousands of subjects and multiple learning formats through the application of technology and AI. Nerdy, the parent company of Varsity Tutors, became a public company listed on the New York Stock Exchange under the ticker symbol "NRDY". Read more about Nerdy here: https://www.nerdy.com/

We succeed thanks to a diverse mix of talented people who want to come, to stay, and do their best work. If you love learning, technology, and making a true impact, you're going to love working here!

Description:

Varsity Tutors is looking for Customer Retention Specialists 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 full time, remote position focused on retaining existing customers. Customer Retention Specialists will work closely with our sales and training teams and help ensure a positive experience for our clients.

Pay: $40,000 base salary with $6,000 variable bonus potential, which comes to $46,000 on-target earnings. We also offer uncapped bonuses which allows top performers to earn higher for exceeding retention targets. Bonuses are paid out on a monthly basis.

Benefits: Full-time employees qualify for our full suite of benefits including health insurance (medical, dental, vision, long-term/short-term disability), 401k matching plan, PTO, paid holidays, 1 floating holiday (for your bday or other important day!), full access to our learning products (1:1 tutoring, online classes), and more.

Location: Fully Remote (Work from Anywhere in the U.S.)

Schedule: Full-time (40 hours per week), including 3 evenings each week and full shifts every other weekend

Qualifications:

• Education, teaching, or tutoring experience is preferred, but not required
• Account management, client relations, and business development experience is a plus
• 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.
• Empathy and patience
• Excellent verbal and written communication skills
• Ability to work independently and multi-task

Responsibilities:

• Conduct high-volume of primarily inbound phone calls with occasional outbound phone calls to support customers
• Engage actively by phone with customers 65-80+ calls per day
• Negotiate with clients to retain business
• 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
• Addresses 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
• Understand and be able to deliver a compelling and delightful explanation of our products and services offered
• 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
• Customer engagement and going through the discovery process to understand how the current level of services are working for the customer
• Product positioning, reselling a new solution to fit the customers' current and future needs.
• One call/one touch resolutions
• 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/Culture:

• Healthcare Plans (Medical, Dental, Vision, Life)
• 401k Company Matching Plan
• Remote Position, fully work from home (or wherever you like!)
• PTO plus a floating holiday
• Paid VTO ("volunteer time off" to do community service/charity work)
• Maternity, Paternal, and Adoption Leave
• Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)
• Once in a lifetime opportunity to help transform how the world learns!
• Fun, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture

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)