Job Title: Retention Specialist

Employment Type: Full Time, 40 hours/week 

Reports to: Collections Manager 

FLSA Status: Non Exempt

Who We Are

LIFE SURGE is a leading company in the industry of faith-based live events and financial education programs. One of the fastest growing organizations in the country, LIFE SURGE exists to inspire, transform and equip people to build their personal impact in ways that glorify God. By annually producing 20+ events and providing financial education to thousands around the nation, we do just that.

We are a team of experienced professionals who are passionate about helping people learn, grow, and connect so they may live more enriched lives. Our culture is one where we celebrate one another, individually and as a team. We look to acknowledge and reward our star performers. Let your light shine in our company!

Opportunity 

We are seeking a dedicated and results-driven Retention Specialist to join our team in a Christian-based environment. In this role, you will be responsible for proactively contacting students who are considering cancellation and finding solutions to retain their enrollment, ensuring the continued success and revenue growth of our organization. You will play a crucial part in maintaining strong student relationships, managing refunds and cancellations, and collaborating with various departments and partners. 

Responsibilities

• Develop and execute effective retention strategies to prevent student cancellations and maintain revenue levels 

• Initiate contact with students who express the intent to cancel and work diligently to understand their concerns and needs. 

• Provide tailored solutions to students to address their concerns and encourage them to continue their enrollment. 

• Assist in the processing of refunds and cancellations while striving to retain students whenever possible. 

• Monitor and report on the success and failure rates of retention efforts, analyzing data to identify trends and areas for improvement. 

• Uphold Christian values and ethics in all interactions with students and colleagues, fostering a positive and supportive environment. 

• Earn a competitive base salary supplemented by commission based on successful retention outcomes. 

• Make a significant number of calls per day, demonstrating persistence and commitment to retention goals. 

• Utilize Microsoft Office products for reporting and communication. Experience with Monday CRM and Asana is a plus. 

• Build and maintain strong relationships with students, ensuring they feel valued and supported throughout their journey with our organization. 

• Collaborate effectively with different departments and partners to coordinate retention efforts and enhance the overall student experience. 

Knowledge, Skills and Abilities Preferred 

• Develop and implement retention strategies and programs to keep students engaged and satisfied

• High capacity to handle a lot of activities and make appropriate decisions 

• Strong problem-solving abilities to address customer concerns and find solutions
• Excellent verbal and written communication skills 

• Highly organized and efficient 

• Knowledge in Microsoft Office, Asana, and other tools and apps is a plus

• Ability to learn new apps and systems quickly 

• Self-motivated, self-managed, and driven by performance 

• Able to create and maintain collegial relationships with all team members 

Qualifications

• 2+ years of related work experience in retention or escalation.

Job Benefits 

• Health, Dental, Vision, Life, Holiday and Paid Time Off. 

• Non-corporate, casual, entrepreneurial, comfortable, fun, and proactive work environment.

• High-level performers, disciplined, and self-motivated people will do VERY WELL in this environment. 

LIFE SURGE is an Equal Opportunity Employer. We value diversity and seek to empower each individual while supporting the many perspectives, skills, and experiences within our workforce. All employment is decided based on qualifications, merit, and business needs.