Role Description 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. The working schedule for this role will be 1 PM - 10 PM UK timezone. 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 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. Qualifications - 3+ 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: We value your dedication and expertise, offering a competitive salary and performance-based 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. Why You Should Join ELVTR - Innovative and Positive Culture: Join a team of passionate individuals driven by a common vision. - Growth Opportunities: At ELVTR, we believe in nurturing talent and providing abundant opportunities for professional development. - A Mission You Can Be Proud of: Be part of a brand that stands for quality, innovation, and inspiring education. Be part of a company that’s changing the face of online education, connecting students with top-tier executives. Join Us If you have the skills and dedication to excel in this role, we invite you to apply. Your ability to manage client relationships and handle billing issues efficiently will make you an invaluable asset to our team. Due to the high volume of applications, we will only be able to respond to candidates with whom we are interested in proceeding. We appreciate your understanding and look forward to reviewing your application. ELVTR is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

• Handle refunds and client retention, addressing billing inquiries and managing overdue accounts. • Provide administrative support to the sales team, including managing calendars and scheduling appointments. • Respond to customer inquiries, providing exceptional customer service and ensuring timely resolution of issues. • Collaborate with the sales team to ensure accurate and timely delivery of customer proposals and invoices. • Coordinate with cross-functional teams in marketing, finance, and operations to ensure smooth sales operations. • Maintain accurate and complete customer records in CRM systems and other databases.

Role Description This Associate Customer Specialist role is for someone analytical, has strong attention to detail, is highly organized, collaborative, and enjoys project work. The Neuroscience Shared Services environment is a dynamic, evolving environment interfacing with a variety of customer types across Medtronic. Specifically, in this role, the Associate Customer Specialist is responsible for processing various customer requests and payments that require personal skills in communication, analytics, auditing, project work, and administrative support while independently performing these tasks in support of business needs. Critical to this role is the ability to bring cross-functional roles together to collaborate and align standard business practices impacting good business decisions and outcomes. A career at Medtronic is like no other. We’re purposeful. We’re committed. And we’re driven by our Mission to alleviate pain, restore health and extend life for millions of people worldwide. - Provides project or program support to a functional group or business process - Monitors program/project/system status, budgets, and timetables - Applies knowledge of and experience in company operations to assist in the development, implementation, and administration of program/system guidelines and procedures - Gathers and compiles information for reports - Provides technical support, which may include program/system training, program/system documentation, data extraction, data review, tracking and coding Qualifications - Bachelor’s degree - 2 years of related professional experience, or 1 year of experience specifically working with payment processing and data entry - Excellent English written and oral communication skills - Strong project management and critical thinking skills is advantageous - Ability to work in a fast-paced environment with high attention to detail and follow-through is advantageous - Customer service experience is advantageous - Experience with SAP is advantageous - Experience with the U.S. Sunshine Act is advantageous Benefits - Medtronic offers a competitive Salary and flexible Benefits Package - A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. - We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage. - This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP). Company Description We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

• Manage the entire retention/cancellation process. • Review all assigned cancellations and make attempts to salvage the client account. • Monitor retentions logs and notify supervisor of impending backlog or delay concerns. • Provide responses in a timely and efficient manner to clients. • Utilize retention scripting to ensure customer retention when possible. • Work in coordination with the claims department to resolve all cancellation issues that may impede claims. • Responsible for the review and tracking of all clients and measures taken to retain a client when necessary. • Acquire a clear and concise understanding of Policy and Claims protocols.