Job Description

Our Customer Resolution Specialist is a critical part of the Spear Customer Support team. You will be responsible for improving overall usage and adoption of the technology platform and for helping to deliver customers their desired outcomes!

• Handle cancellation requests while gathering an understanding of the reason for the cancellation
• Understand the solutions we offer and the value we provide to maximize customer retention and enablement
• Perform outbound calls to follow up with member satisfaction and to update credit card on file
• Provide reporting to management as it relates to cancellation trends
• Proactively review accounts that have open invoices due to an expired or invalid card
• Communicate thoughtful, customized solutions that help at risk customers move forward
• Utilize necessary systems to research customer account to uncover any potential issues

Our Customer Resolution Specialist is a critical part of the Spear Customer Support team. You will be responsible for improving overall usage and adoption of the technology platform and for helping to deliver customers their desired outcomes!

• Handle cancellation requests while gathering an understanding of the reason for the cancellation
• Understand the solutions we offer and the value we provide to maximize customer retention and enablement
• Perform outbound calls to follow up with member satisfaction and to update credit card on file
• Provide reporting to management as it relates to cancellation trends
• Proactively review accounts that have open invoices due to an expired or invalid card
• Communicate thoughtful, customized solutions that help at risk customers move forward
• Utilize necessary systems to research customer account to uncover any potential issues

Qualifications

• 5+ years of Customer Service experience delivered at a world class level
• Prior Escalation Management & Real Time Conflict Management experience
• Excellent Verbal and Written Skills
• Proven ability to adapt to ever changing environments
• Experience with NetSuite highly preferred

Additional Information

What Spear Offers

As the leader in our industry, we rely on the creativity and expertise of our people to deliver the best for our clients. In return, we invest in our employees by offering a diverse suite of benefits. We believe in offering choice and flexibility to keep our employees and their families healthy and happy today forward.

• ** Great Work/Life Balance **- Unlimited time off program along with paid time off for volunteering. We also have shorter meetings times to help support a healthy work life balance for all employees!
• _ Comprehensive Health & Wellness Benefits_ - Medical (including your pets!), Dental, & Vision benefits and a 401k with a generous match. We also offer Maternity & Paternity Leave. Additional benefits include Mental Health Day, and the Health Joy apps.
• _ Company Sponsored Events_ - Think costume contests, annual Wellness Day, May the 4th be with you, Friday afternoon "Get Giphy With It", team builders, and 5k’s!
• _ Career Development Pathways_ - Career development through continuous coaching, training, and on the job learning along with an annual review process.
• _ Employee Recognition_ - We celebrate one another's efforts and accomplishments by using Nectar, our employee recognition platform. Employees are recognized and rewarded with points that can be redeemed for swag or gift cards in the Rewards Mall!
• _ DE &I _- We care about each other and have our Spear Collective groups to support this to ensure everyone feels a strong sense of belonging.
• _ Transparent Communication_ - We believe in a collaborative and trustworthy workplace with monthly Company Wide All Hands Meetings and weekly 1:1's. We also send out weekly Office Vibe surveys to all employees for insights and feedback - we listen so we can make positive changes!

_ Spear Education deeply values diversity and what it brings to our communities and our organization._

Everyone is welcomed here, regardless of how you look, your physical abilities, where you come from, when you were born, what you believe in, how you identify, who you love, how you think, and whether or not you have served.

We seek to create a culture where each person feels heard, supported and engaged in a positive, empathetic way.

We are allies in, and advocates for, our shared humanity.

All your information will be kept confidential according to EEO guidelines.