Senior Customer Retention Specialist – Remote Work Opportunity for Experienced Professionals in Customer Service and Account Management at blithequark

Introduction to blithequark

blithequark, a pioneering force in the education technology sector, is revolutionizing the way people learn through innovative solutions and personalized instruction. As a leader in live online learning, blithequark's mission is to transform the educational landscape by connecting learners of all ages with experts and delivering superior value on both sides of the network. With a comprehensive learning destination that spans over 3,000 subjects and multiple formats, blithequark is committed to making high-quality education accessible to everyone.

About the Role

blithequark is seeking a highly skilled and experienced Senior Customer Retention Specialist to join its team of dedicated professionals. As a Senior Customer Retention Specialist, you will play a vital role in driving customer engagement, resolving issues, and increasing retention rates. This is a temp-to-hire, remote position that offers a unique opportunity to work with a fast-growing company and make a meaningful impact on the lives of learners worldwide.

Key Responsibilities

• Conduct and effectively manage a high volume of inbound phone calls to support current customers and address their concerns
• Deflect cancellation requests by adopting a solutions-oriented approach that instills confidence in blithequark's products and services
• Take full ownership of existing customers who are at risk of canceling services and develop strategies to retain them
• Address complaints and resolve issues in a timely and professional manner to increase customer satisfaction and secure renewals or saves
• Achieve client onboarding, retention, and engagement targets set by management and contribute to the growth and success of blithequark
• Assess and understand the needs of blithequark's clients to make recommendations for educational products and services that meet their requirements
• Build strong relationships with students, families, and internal teams to ensure a positive and supportive learning environment
• Manage client records to ensure proper follow-up and maintain accurate and up-to-date information
• Communicate effectively with internal teams and external customers to resolve issues and provide exceptional customer service
• De-escalate and handle challenging situations on a regular basis, demonstrating empathy, emotional intelligence, and conflict management skills
• Actively implement coaching and feedback to provide customers with a high-quality experience and continuously improve blithequark's services

Essential Qualifications

• 3+ years of experience in high-level customer escalations, 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 in a remote work environment
• 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

Preferred Qualifications

• Experience working in the education technology sector or a related field
• Knowledge of customer relationship management (CRM) software and other tools used in customer service and account management
• Proven track record of success in customer retention and account management
• Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions
• Excellent time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Senior Customer Retention Specialist, you will have access to ongoing training and professional development opportunities to enhance your skills and knowledge. You will also have the opportunity to work with a talented team of professionals who are passionate about education and customer service. With a strong focus on innovation and excellence, blithequark offers a dynamic and supportive work environment that encourages creativity, collaboration, and continuous learning.

Work Environment and Company Culture

blithequark is a fast-paced, collaborative, and team-oriented organization that values diversity, equity, and inclusion. We believe in creating a work environment that is supportive, inclusive, and respectful of all employees, regardless of their background, culture, or perspective. Our company culture is built on a set of core values that include a relentless focus on customers, comfort with ambiguity, ownership, and a bias for action. We are committed to making a positive impact on the lives of learners worldwide and to creating a better future for all.

Compensation, Perks, and Benefits

blithequark offers a competitive compensation package that includes a hourly rate of $18, with the opportunity to be promoted to a full-time position based on performance. Full-time positions offer a base salary of $40,000, a variable compensation target of $6,000, and equity (Restricted Stock Units) in the company. We also offer a comprehensive benefits package that includes health insurance, a 401k matching plan, PTO, and free access to tutoring and our online educational resources. As a remote worker, you will have the flexibility to work from anywhere, at any time, as long as you have a reliable internet connection and a quiet, dedicated workspace.

Conclusion

If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for the Senior Customer Retention Specialist position at blithequark. This is a unique opportunity to join a fast-growing company that is revolutionizing the education technology sector and making a positive impact on the lives of learners worldwide. With a competitive compensation package, ongoing training and professional development opportunities, and a dynamic and supportive work environment, blithequark is the perfect place to grow your career and achieve your goals. Apply now and become a part of our team of dedicated professionals who are passionate about education and customer service.