Job Description

#### **About Achieve Test Prep**

#### We believe our employees empower our company and are the reason behind our success. We are the nation's largest educational consultant and test prep center specializing in credit-by-examination degree paths, headquartered in Wayne, New Jersey.

#### Most working adults struggle to overcome the many obstacles associated with obtaining their college degree. Achieve acts as a counselor, advocate, and partner, helping students achieve their degree in less time, with less effort, and for less money by utilizing an alternative path to earning college credit known as the credit-by-examination process. Achieve helps students bypass all of the busywork associated with taking certain college courses the traditional way by instead passing just one test-out exam. While our credit-by-examination programs can shorten the path to any degree at virtually any college, the field where we have the most significant impact is the nursing profession.

#### Employee engagement and development is one of the keys to our success at Achieve! Embracing a work-from-home model for the entire company, all employees enjoy a better work-life balance through flexible work schedules. We are dedicated to fostering an inclusive workplace, where diversity is celebrated and equal opportunity is the cornerstone of our culture.

**NOTICE:** It is essential to attempt the pre-screeners provided during the application process. Applications lacking completed pre-screeners will not be taken into consideration for this position.

#### **Job Summary **

As a Junior Dedicated Advisor at Achieve Test Prep, you form part of the first point of contact grouping for the organization. This is a critical resource for the organization. You set the tone for the majority of the interactions we have with our clients. Your ability to de-escalate difficult situations and add value to all inbound contacts drastically improves our overall ability to deliver consistently high customer satisfaction ratings. Ultimately all clients that you make contact with, whether via a phone call, chat, sms, or email, need to feel that you have their best interest at heart and that you will either resolve their problem or connect them to the best possible resource to address their concern.

**Roles & Responsibilities**

Customer Relationship Management

* Understand and have a deep knowledge of each of your clients by building professional rapport 
* Handling incoming calls by addressing client concerns within set parameters and transferring calls to other departments when required
* Handle chat inquiries following set company guideline
* Guiding and addressing the client on various aspects related to general account questions, course registration, tutoring schedules and more
* Update our internal databases with information about technical issues and useful discussions with customers

Financial Commitments

* Be informed on the financial relief options available to clients

Knowledge Enhancement

* Constantly work on your personal knowledge of educational options that tie in with the Achieve program

Commitment to Continuous Improvement

* Provide feedback on any system improvements that could benefit either internal processes or client experience
* Inform customers about new features and functionalities
* Receive and assist customer complaints to the best we can and escalate to proper channels
* Gather customer feedback and share with our Product, Sales and Marketing teams

### **Requirements**

#### **Requirements and skills**

* Experience as a Customer Support Specialist or similar CS role
* Proficiency in using help desk software, remote support tools, and a comprehensive understanding of CRM systems, especially Salesforce
* Excellent communication and problem-solving skills
* Multi-tasking abilities
* Patience in handling challenging cases and a commitment to maintaining high Net Promoter Scores and Customer Satisfaction Scores
* Proven ability to efficiently resolve customer queries within the shortest possible time
* Familiarity with the US education system is a distinct advantage
* Familiarity with setting educational goals and achievements is a distinct advantage

### Benefits

##### **Job Details**

Type: Full-Time

Schedule: Flexible 8 hour shift overlapping during the 8am - 9pm EST workday

Remote: 100% Online

**NOTICE:** It is essential to attempt the pre-screeners provided during the application process. Applications lacking completed pre-screeners will not be taken into consideration for this position.

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