Job Summary
Achieve Test Prep is a leader in providing a faster and more affordable pathway for traditional and non-traditional students to earn college credit. Achieve's innovative model provides online exam prep courses and 1:1 tutoring, facilitated by seasoned instructors, to enhance student success of earning college degree credits via credit-by-exam.
Our growing company thrives on teamwork and career development which are cornerstones to Achieve's success! By embracing a company-wide work-from-home model and flexible work schedules, our staff enjoys a better work-life balance. Additionally, we offer on-the-job training and challenging career advancement opportunities. If a dynamic work culture and a challenging career with a friendly, global team is what you are looking for, check us out!
Summary:
We are looking for a Customer Retention Manager to join our growing organization! The Customer Retention Manager will be responsible for coaching, inspiring, motivating, guiding, engaging, and developing a Customer Retention team focused on retaining customer membership by effectively communicating the benefits of Achieve's services and resolving any customer dissatisfaction when addressing customer cancelation requests.
The successful candidate for this hands-on role will have demonstrated experience in providing daily team coaching and feedback to ensure agents can accurately and confidently resolve various customer cancelation inquiries by negotiating solutions that uphold company policy. Additionally, the Customer Retention Manager will own and improve upon departmental KPIs and metrics by driving successful team results and will provide operational continuous improvement where needed.
Responsibilities:
-Assesses customer needs by asking probing questions, addressing issues, building rapport and negotiating to achieve a mutually beneficial resolution
-Manages difficult or emotional customer situations and responds promptly to customer needs with solutions that win, keep, and grow our business
-Provides continuous hands-on training and development to the Customer Retention Specialist team
-Represents Achieve professionally and ensures an exceptional customer experience
-Improves retention efforts and achieves monthly retention KPI goals consistently
Identifies, facilitates and ensures effective communication of all technical inquiries and problem resolution from the customer to internal resources
-Creates and executes an effective customer retention strategy including, call scripting and dialer campaigns
Requirements:
-8+ years' experience customer service, customer retention or customer success with Business to Consumer experience preferred
-3+ years' experience in a management role
-Demonstrated experience in building and developing effective teams
-Experience in developing and sustaining long-term, value-based customer relationships at all levels
-Strong desire to continuously learn and improve skills and knowledge
-Quick learner and self-starter with the ability to follow through on commitments
-Flexibility- responsibilities may expand or change with the business needs
-Salesforce CRM experience is a plus
-Excellent skills in written and verbal communication, problem-solving and decision- making required
-Strong comfort level with technology and the ability to troubleshoot and communicate solutions to customers, when needed
-Strong organizational and time management skills required
-Proven track record of working in high-stress situations
To apply, please click "Apply" button to complete our online application and screening questionnaire.
FOR U.S. APPLICANTS: Achieve Test Prep is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.
