Overview: Varsity Tutors, a Nerdy company, is looking for international Senior 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!
Senior 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 during high-level escalations. Senior Retention Specialists will work closely with our sales and training teams and help ensure a positive experience for our clients.
Location: Fully Remote - Based in the USA
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 requiredHigh empathy and emotional intelligence, with the ability to understand families' educational needs and make product/service recommendationsStrong problem solving skills and ability to adapt quickly in a fast-paced environmentConflict management skills and the ability to use high level judgment when managing customer defectsAbility to remain calm and professional in stressful situations.Excellent verbal and written communication skillsAbility to work independently and multi-taskNetwork requirements: High-speed Internet access (50 Mbps download, 10 Mbps upload) via wired ethernet connection; no Wi-Fi, Satellite or Cellular Hotspot or Cellular InternetUnderstand 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 customersDeflect cancellation requests with a solutions oriented approach that instills confidence in the product Full ownership of existing customers that are at risk of canceling servicesAddress complaints with the goal of increasing satisfaction and securing renewals or saves.Achieve client onboarding, retention, and engagement targets set by managementAssess and understand the needs of our clients to be able to make recommendations for educational products and servicesAssist in client service and build strong relations with our students and familiesManage client records to ensure proper follow-upCommunicate effectively with internal team and external customersDe-escalate and handle challenging situations on a regular basisActively implement coaching and feedback in pursuit of providing customers with a high quality experienceVarsity 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: $40,000 base salary$6,000 variable compensation target (plus unlimited bonus potential)Equity (Restricted Stock Units) in the company.Full-time positions (40 hours per week, evenings and weekends required) also include a comprehensive benefits package (health insurance, 401k matching plan, PTO, and free access to tutoring and our online educational resources).Fully Remote PositionA 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
