About Achieve Test Prep
Achieve Test Prep's mission is to make higher education more accessible and affordable for working adults. Achieve offers live, online instruction, 1-on-1 tutoring and mentoring, and flexible course schedules that empower non-traditional college students to test out of college credits and earn higher level professional licenses.
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 Senior Dedicated Advisor at Achieve Test Prep, you support customer success by addressing inquiries and concerns and providing personalized guidance. You aim to ensure each customer's educational progress by leveraging Achieve Test Prep’s services. Empathy, solid conversational skills, and building lasting relationships are key to excelling in this role.
Roles & Responsibilities
Customer Relationship Management:
- Build a deep understanding of each client's goals, study path, and challenges, staying informed on their progress and financial status.
- Offer proactive guidance and support, addressing any course or enrollment issues.
- Maintain accurate client records, manage case updates, and ensure follow-up on callbacks and appointments.
- Schedule and confirm regular client meetings, with a minimum of one meeting per month, ideally biweekly, to track progress and address concerns.
Onboarding and Support:
- Lead a smooth onboarding process, gathering information on client study goals and advising on course options as needed.
- Guide clients through Achieve's systems, set future meeting dates, and handle inbound inquiries with appropriate ownership and follow-up.
- Manage sensitive information respectfully, ensuring accurate updates to client accounts.
Financial Commitments:
- Stay informed on financial relief options and collaborate with retention for clients needing assistance, tracking outcomes and follow-up actions.
Knowledge Enhancement:
- Continuously expand knowledge of educational options relevant to Achieve’s program, participate in training sessions, and maintain a 90% minimum on quizzes.
- Share valuable insights on education programs with the team to improve overall client support.
Commitment to Continuous Improvement:
- Report product malfunctions, suggest system improvements, inform customers of new features, and provide feedback to internal teams.
- Address and escalate client complaints as needed to enhance service quality.
Desired Skills and Experience:
- Proven experience in customer support or a similar role, with proficiency in help desk software, remote support tools, and CRM systems, especially Salesforce.
- Strong communication, problem-solving, and multitasking skills.
- Patience, dedication to high customer satisfaction, and familiarity with the US education system and setting educational goals are preferred.
- Strong communication and interpersonal skills
- Strong empathy and relationship-building skills
- Ability to work in a team setting
- Proficient computer and email skills
- Problem solving skills
- ENGLISH – (Fluent Only) Must comprehend and communicate both written and verbally in English
Job Details
- Type: Full-time
- Schedule: Mon - Fri 10AM - 6PM EDT
- 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.