Retention Specialist
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Job Description
Retention Specialist managing client relationships, handling billing inquiries, and providing administrative support at ELVTR, an online education platform specializing in live courses.
Responsibilities:
- Handle refunds and transfer requests on a day-to-day basis, retaining a high percentage of saved students and cash paid.
- Engage with customers to resolve concerns, improve satisfaction, and encourage loyalty.
- Handle chargeback cases (US,UK, APAC markets) promptly, providing necessary documentation and resolutions.
- Actively work in the CRM to keep track of cases and maintain the Refunds Report and the Monthly KPI report to improve refund-related processes.
- Attend weekly production meetings with Program Managers and Instructional Designers to address concerns and align on strategies.
- Manage the Welcome Back Credits process for re-engaging former customers.
- Manage payment recovery, including failed payments and second deposit collections, ensuring timely follow-ups and compliance with payment plans.
- Handle and resolve student billing inquiries, providing clear, accurate, and efficient support.
- Hold monthly cross-functional meetings to assess the general picture, identify patterns, and propose process improvements.
- Assist with additional operational tasks as needed, ensuring smooth workflows and team efficiency.
- Improve internal processes and offer solutions.
Requirements:
- 2+ years of experience in sales, customer service, refunds handling, or a related role.
- Excellent phone and email communication skills, with the ability to build strong relationships with customers and internal teams.
- Proactive problem-solver with a customer-focused mindset.
- Strong organizational skills with high attention to detail.
- Proficiency with CRM systems (e.g., Salesforce, HubSpot) and sales analytics tools
- **Nice-to-haves: **
- Payment Recovery (Billing)
- Chargeback Management
- Work with escalations
Benefits:
- Competitive Salary and Bonuses
- Exciting Benefits: Enjoy gym membership reimbursements, mental health benefits, generous vacation allowance, and free access to all our courses. We believe in continuous learning, both for our customers and our team.
- Remote Work. The freedom to work remotely, crafting a work-life balance that fits your personal needs.
- Collaborative Work Environment: Join a team of passionate, like-minded individuals. At ELVTR, collaboration isn't just a buzzword; it's how we grow, innovate, and excel together.
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