ELVTR
online education
RetentionSpecialist(RefundsandBilling)
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optimal for Mid candidates.
“Retention Specialist ( Refunds and Billing ) at ELVTR. Skills: Client retention, Refunds handling, Billing inquiries, Customer service. 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”
What You'll Achieve.
Retaining a high percentage of saved students and cash paid; Improve refund-related processes; Ensure timely follow-ups and compliance with payment plans; Propose process improvements
Industry & Context.
Proactive problem-solver; Efficiently resolve billing issues and overdue accounts
Work schedule of 1 - 10 PM British time
What They're Looking For.
Must Have
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 relationships with customers and internal teams, Proactive problem-solver with a customer-focused mindset, organizational skills with high attention to detail, Proficiency with CRM systems (e. g. , Salesforce, HubSpot) and sales analytics tools
Nice to Have
Payment Recovery (Billing), Chargeback Management, Work with escalations
What You'll Do.
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
and encourage loyalty
Handle chargeback cases (US
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
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
and efficient support
Assist with additional operational tasks as needed
ensuring smooth workflows and team efficiency
Improve internal processes and offer solutions
How You'll Work.
Team & Collaboration
Attend weekly production meetings with Program Managers and Instructional Designers to address concerns and align on strategies; Hold monthly cross-functional meetings to assess the general picture, identify patterns, and propose process improvements; Build relationships with internal teams
Communication Scope
Excellent phone and email communication skills; Ability to build relationships with customers and internal teams
Full Job Description
### Position Overview: ELVTR is a premier online education platform specializing in live courses led by top executives from globally renowned companies. Our unique approach sets us apart in the online education landscape, offering unparalleled value to our students. As we continue expanding, we seek a detail-oriented and proactive Customer Retention and Operation Specialist to join our dynamic team. In this role, you will manage client retention, handle refunds and billing inquiries, and provide vital administrative support to our sales team. This is a full-time remote position with a work schedule of 1 - 10 PM British time. ### This job is for you if you are: * Confident and Assertive: You are fearless in handling demanding clients and can de-escalate situations quickly and effectively. * A Problem Solver: You can efficiently resolve billing issues and overdue accounts, ensuring client satisfaction and retention. * Highly Organized: You have strong organizational skills and pay attention to detail, which is crucial for managing calendars and maintaining accurate records. * A Strong Communicator: You excel at phone and email communication and are capable of building strong relationships with customers and colleagues. * Tech-Savvy: You are experienced with CRM systems and can easily navigate various business tools. ### 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 f
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