Customer Retention Specialist (U.S.)

Overview:

Varsity Tutors, a Nerdy company, is looking for Customer 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!

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 remote position focused on retaining existing customers during high-level escalations. Customer Retention Specialists will work closely with our sales and training teams and help ensure a positive experience for our clients.

Why Nerdy?

• Innovative Technology: Be a part of a leading US private tutoring company changing the game in education with innovative, tech-driven learning solutions.
• Career Growth Opportunities: This is a fully remote, full-time position that offers on the job training and future opportunities into training, management, and other parts of the business based on individual performance. Excel in your role and watch your career and earnings soar!
• Uncapped Earning Potential: Enjoy competitive base compensation with generous commission structures that reward your success.
• Lucrative Bonuses: Achieve and surpass your retention/renewal targets to unlock exciting performance bonuses and incentives.
• Make a Difference: Help students achieve their learning goals and make a real impact on their educational journey.

Location: Fully Remote - Based in the USA

Compensation/Benefits:

• $41,600 annualized base salary.
• $6,000 annualized variable compensation target (plus unlimited bonus potential).
• Comprehensive benefits package which includes health insurance, 4% 401K matching plan with no vesting, paid time off and company paid holidays, equipment (MacBook and headphones), and a free Varsity Tutors Learning Membership for you and your household (1-1 tutoring hours for you and your family, unlimited use of our on-demand learning services, and access to our online classes)

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 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.
• Ability to accommodate a full-time schedule (40 hours per week) that includes at least 1 evening and 1 weekend shift every week.
• 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.
• Understand 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.