Experienced Senior Customer Retention Specialist – High-Level Escalations and Account Management for Personalized Educational Services

Join the Innovative Team at blithequark

blithequark, a pioneering company in the education technology sector, is seeking highly skilled and empathetic Senior Customer Retention Specialists to join our dynamic team. As a leader in live online learning, we offer a comprehensive suite of personalized educational products and services that cater to the diverse needs of learners worldwide. Our cutting-edge platforms and tools have revolutionized the way people learn, and we're committed to providing exceptional customer experiences that drive engagement and retention.

About blithequark

blithequark, the parent company of our flagship brand, is a publicly traded company (NYSE: BQ) dedicated to transforming the education landscape through technology. Our proprietary platform leverages AI and other innovative tools to connect learners of all ages with experts, offering superior value to both sides of the network. With over 3,000 subjects and multiple learning formats, including one-on-one instruction, small group classes, and adaptive self-study, we're poised to make a lasting impact in the education sector.

Job Summary

As a Senior Customer Retention Specialist at blithequark, you will play a vital role in ensuring the satisfaction and loyalty of our customers. This is a unique opportunity to work in a fast-paced, remote environment, utilizing your exceptional communication and problem-solving skills to resolve high-level escalations and drive customer retention. You'll work closely with our sales and training teams to provide personalized support, address customer concerns, and promote our educational products and services.

Key Responsibilities

• Conduct and manage a high-volume of inbound phone calls to support current customers, providing empathetic and solutions-oriented responses to their queries and concerns.
• Deflect cancellation requests by instilling confidence in our products and services, and proactively addressing customer needs.
• Take full ownership of existing customers at risk of canceling services, developing strategies to increase satisfaction and secure renewals or saves.
• Address complaints and concerns in a timely and professional manner, resolving issues efficiently and effectively.
• Achieve client onboarding, retention, and engagement targets set by management, consistently delivering high-quality results.
• Assess and understand the needs of our clients, making informed recommendations for educational products and services that meet their goals.
• Build strong relationships with students and families, providing exceptional customer service and support.
• Manage client records to ensure proper follow-up and communication.
• De-escalate and handle challenging situations on a regular basis, utilizing high-level judgment and conflict management skills.
• Actively implement coaching and feedback to continuously improve customer experiences and drive retention.

Qualifications

To succeed as a Senior Customer Retention Specialist at blithequark, you should possess:

• 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 informed product/service recommendations.
• Strong problem-solving skills and adaptability in a fast-paced environment.
• Conflict management skills and the ability to use high-level judgment when managing customer defects.
• Excellent verbal and written communication skills.
• Ability to work independently and multi-task.
• 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.

blithequark Leadership Principles

At blithequark, we're guided by a set of core leadership principles that drive our decision-making and behavior:

• Relentless Focus on Customers: We prioritize customer satisfaction and loyalty, striving to deliver exceptional experiences that exceed their expectations.
• Comfort with Ambiguity: We embrace uncertainty and complexity, adapting quickly to changing circumstances and priorities.
• Ownership: We take ownership of our actions and decisions, holding ourselves accountable for results.
• Simplify: We strive to simplify processes and systems, eliminating unnecessary complexity and inefficiency.
• Intellectual Curiosity: We cultivate a culture of curiosity and learning, encouraging innovation and experimentation.
• Build Teams: We prioritize teamwork and collaboration, recognizing that together, we can achieve more than we can alone.
• Think Big: We think strategically, considering the long-term implications of our decisions and actions.
• Insist on High Standards: We set high standards for ourselves and our customers, striving for excellence in all aspects of our work.
• Bias for Action: We prioritize action and execution, taking calculated risks to drive results.
• Build Trust: We foster trust and credibility with our customers, partners, and colleagues, through transparent and honest communication.
• Go Deep: We dive deep into complex issues, seeking to understand the root causes and develop effective solutions.
• Have Conviction: We have conviction in our values and mission, standing up for what we believe in and driving positive change.
• Deliver Results: We prioritize results and outcomes, measuring our success by the impact we make.
• Are Right, a Lot: We strive to be right, a lot, making informed decisions and taking calculated risks to drive success.

What We Offer

As a Senior Customer Retention Specialist at blithequark, you'll enjoy a range of benefits and opportunities, including:

• $18/hr to start, with the opportunity to be promoted to a full-time position based on performance.
• Full-time positions offer:
  • $40,000 base salary.
  • $6,000 variable compensation target (plus unlimited bonus potential).
  • Equity (Restricted Stock Units) in the company.
  • Comprehensive benefits package (health insurance, 401k matching plan, PTO, and free access to tutoring and online educational resources).
• Fully Remote Position: Work from the comfort of your own home, with the flexibility to create your own schedule.
• A once-in-a-lifetime opportunity to help transform how the world learns!
• A fast-paced, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture.

How to Apply

If you're passionate about delivering exceptional customer experiences and driving retention, we encourage you to apply for this exciting opportunity at blithequark. Please submit your application, including your resume and a cover letter, to join our team and be part of our mission to transform the education landscape.