Job Summary
We are looking for a Customer Retention Manager to join our growing organization! The Customer Retention Manager will lead our team of Customer Retention Specialists, maximizing every opportunity to establish exceptional customer service and advise customers on the benefits of Achieve Test Prep while empathizing with the feedback customers provide on their experiences. As such you will be responsible for retention KPI's and empowered to negotiate portions of the customer agreement within department parameters. The goal is to ensure that at the end of each call, our customers feel confident that Achieve Test Prep is the best solution for their credit by exam guidance needs. Therefore, the ideal candidate must have a passion for customer interactions with vast technical knowledge and/or carrier experience.
100% Work from home / Telecommute
ESSENTIAL FUNCTIONS - RESPONSIBILITIES
- Ability to assess the customer's needs by asking probing questions, addressing issues, building rapport and negotiating to achieve a mutually beneficial resolution
-Professionally manages difficult or emotional customer situations, respond promptly to customer needs with solutions that win, keep, and grow our business
- Train and develop customer retention specialists
- Represent Achieve Test Prep professionally and ensure that customers have an exceptional experience
- Consistently improve retention efforts and achieve monthly retention KPI goals
-Identifies, facilitates and ensures effective communication of all technical inquiries and problem resolution from the customer to internal resources
- Experience handling difficult and irate customers
-Create and execute our customer retention strategy
-Additional duties as assigned
Requirements
QUALIFICATIONS
-8+ years of customer service, call center or customer success experience preferred
- 3+ years in a management role
- Experience in developing and sustaining long-term, value-based customer relationships at all levels
-Must have a strong goal orientation and desire to continuously learn and improve your skills and knowledge
- Must be a 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 written and verbal communication skills, problem-solving and decision- making skills required
-Organizational and time management skills required
- Proven track record of working in high-stress situations
WORK ENVIRONMENT
-Experience handling difficult and irate customers
-Comfortable working from a computer and working within databases
-Location: Remote USA -
-Ability to work within our Business Hours: Mon-Sun 8 am - 9 pm Eastern Time
To be considered for this position you MUST apply for the job directly through the Achieve website (3rd party applications will not be accepted) AND answer all pre-screener questions. Failure to comply with both will result in immediate rejection.
Note: At Achieve, as common for companies with a remote workforce, all remote employees are required to use software such as Hubstaff for time tracking, and Ring Central and Skype for work communication, which may require a software download.
Benefits
Why Work for Achieve Test Prep?
Achieve helps working college students assess their ability to earn college credits using the credit-by-exam process. For those who are not exam-ready, Achieve provides online exam prep courses and 1:1 tutoring, facilitated by seasoned instructors, to increase students' likelihood of earning college credits via credit-by-exam.
Our purpose is to increase the number of working college students that graduate and do so in a way that protects students' financial health.
Employee engagement and development is one of the keys to our success at Achieve! We believe our employees empower our company and are the reason for our success. Embracing a work-from-home model for the entire company, all employees enjoy a better work-life balance through flexible work schedules. We offer on-the-job training and career advancement opportunities. Does Achieve sound like the place for you? Apply today.
To learn more about us visit our website.
