Senior Customer Retention Specialist – Remote Work Opportunity with blithequark, Transforming the Future of Education with Empathy and Innovation

Introduction to blithequark

Imagine being part of a revolutionary journey in education, where technology meets personalized learning, and every individual has the opportunity to achieve their goals. blithequark, a pioneering force in the educational sector, is on a mission to transform the way people learn through innovative technology and a customer-centric approach. As a leading platform for live online learning, blithequark connects learners of all ages with experts, delivering superior value on both sides of the network. With a comprehensive learning destination that provides experiences across 3,000+ subjects and multiple formats, blithequark is the perfect place for those who are passionate about education and making a difference.

About the Role

blithequark is seeking a highly skilled and empathetic Senior Customer Retention Specialist to join its dynamic team. As a Senior Customer Retention Specialist, you will be the advocate for blithequark's clients, assessing their needs, managing accounts to drive customer engagement, and increasing retention through efficient and empathetic issue resolution. This is a temp-to-hire, remote position that focuses on retaining existing customers during high-level escalations, requiring a unique blend of customer service skills, problem-solving abilities, and a deep understanding of educational needs.

Key Responsibilities

• Conduct and effectively manage a high volume of inbound phone calls to support current customers, ensuring that every interaction is personalized and solution-oriented.
• Deflect cancellation requests by instilling confidence in blithequark's products and services, and providing tailored solutions that meet the clients' educational needs.
• Take full ownership of existing customers who are at risk of canceling services, developing and implementing strategies to retain them and ensure their continued satisfaction.
• Address complaints with the goal of increasing satisfaction and securing renewals or saves, leveraging conflict management skills and high-level judgment to resolve complex issues.
• Achieve client onboarding, retention, and engagement targets set by management, continuously assessing and improving processes to enhance customer experience.
• Assess and understand the needs of blithequark's clients to make recommendations for educational products and services, demonstrating a deep appreciation for the importance of personalized learning.
• Assist in client service and build strong relations with students and families, ensuring that every interaction reflects blithequark's commitment to customer satisfaction and educational excellence.
• Manage client records to ensure proper follow-up, maintaining accurate and up-to-date information to inform future interactions and improve customer outcomes.
• Communicate effectively with internal teams and external customers, fostering a culture of collaboration, transparency, and customer-centricity.
• De-escalate and handle challenging situations on a regular basis, remaining calm and professional in stressful situations and leveraging coaching and feedback to continuously improve performance.

Qualifications and Skills

To succeed as a Senior Customer Retention Specialist at blithequark, you will need:

• 3+ years of experience with high-level customer escalations in account management, client relations, hospitality, or tourism, preferably over the phone, with a proven track record of resolving complex issues and retaining customers.
• Education, teaching, or tutoring experience is preferred, but not required, although a passion for education and a deep understanding of learning needs is essential.
• High empathy and emotional intelligence, with the ability to understand families' educational needs and make product/service recommendations that meet those needs.
• Strong problem-solving skills and the ability to adapt quickly in a fast-paced environment, with a solutions-oriented approach to customer service.
• Conflict management skills and the ability to use high-level judgment when managing customer defects, with a focus on de-escalation and resolution.
• Ability to remain calm and professional in stressful situations, with excellent verbal and written communication skills and the 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.
• A deep appreciation for blithequark's mission and values, with a commitment to delivering exceptional customer experiences and contributing to the transformation of the educational landscape.

Career Growth and Learning Benefits

At blithequark, we are committed to the growth and development of our team members, providing opportunities for professional development, training, and advancement. As a Senior Customer Retention Specialist, you will have the chance to:

• Develop your skills in customer service, account management, and conflict resolution, with regular coaching and feedback to support your growth.
• Expand your knowledge of the educational sector and the latest trends in personalized learning, with access to blithequark's comprehensive learning resources and expert network.
• Contribute to the development of new products and services, leveraging your insights and expertise to inform innovation and improvement.
• Build a strong professional network, collaborating with colleagues from diverse backgrounds and disciplines to achieve shared goals and objectives.
• Pursue opportunities for advancement, with a clear path for career progression and the potential to take on leadership roles or specialize in areas of interest.

Work Environment and Company Culture

blithequark is a fast-paced, collaborative, and team-oriented work environment that values innovation, creativity, and customer-centricity. Our company culture is built on a set of core principles, including:

• Relentless Focus on Customers: We prioritize the needs and satisfaction of our customers, striving to deliver exceptional experiences that meet their unique needs and expectations.
• Comfort with Ambiguity: We are adaptable and resilient, embracing change and uncertainty as opportunities for growth and innovation.
• Ownership: We take pride in our work, assuming responsibility for our actions and outcomes, and continuously seeking ways to improve and optimize our processes.
• Simplify: We strive for simplicity and clarity, streamlining our operations and communications to ensure that every interaction is efficient, effective, and easy to understand.
• Intellectual Curiosity: We are curious and open-minded, pursuing knowledge and insights that can inform our decisions and drive innovation.
• Build Teams: We foster a culture of collaboration and teamwork, recognizing that our collective strengths and diverse perspectives are essential to achieving our goals.
• Think Big: We are ambitious and visionary, striving to make a meaningful impact on the educational landscape and transform the way people learn.
• Insist on High Standards: We set high expectations for ourselves and our team members, continuously striving for excellence and pushing the boundaries of what is possible.
• Bias for Action: We are proactive and decisive, taking calculated risks and leveraging data and insights to inform our decisions.
• Build Trust: We prioritize trust and transparency, fostering strong relationships with our customers, partners, and team members, and maintaining the highest standards of integrity and ethics.
• Go Deep: We are committed to depth and expertise, recognizing that mastery and specialization are essential to delivering exceptional customer experiences and driving innovation.
• Have Conviction: We are confident and passionate, standing behind our mission, values, and decisions, and continuously seeking ways to improve and refine our approach.
• Deliver Results: We are focused on outcomes and impact, measuring our success by the difference we make in the lives of our customers and the educational landscape as a whole.
• Are Right, a Lot: We strive for accuracy and precision, recognizing that our decisions and actions have consequences, and continuously seeking ways to improve and refine our approach.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including:

• $18/hr to start, with the opportunity to be promoted to a full-time position based on performance.
• A comprehensive benefits package, including health insurance, 401k matching plan, PTO, and free access to tutoring and our online educational resources.
• Equity (Restricted Stock Units) in the company, recognizing your contributions to our growth and success.
• A once-in-a-lifetime opportunity to help transform how the world learns, making a meaningful impact on the educational landscape and the lives of our customers.
• A fast-paced, collaborative, and team-oriented work environment, with plenty of training and a feedback-rich culture to support your growth and development.

Conclusion

If you are a motivated and empathetic individual with a passion for education and customer service, we invite you to join blithequark as a Senior Customer Retention Specialist. This is a unique opportunity to be part of a revolutionary journey in education, making a difference in the lives of our customers and contributing to the transformation of the educational landscape. Apply now to take the first step towards an exciting and rewarding career with blithequark!