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.

**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.

Requirements and Skills:

* 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.

#### **Desired Skills & Experience**

* Strong communication and interpersonal skills
* Strong empathy and relationship-building skills
* Ability to work in a team setting
* Proficient computer and email skills
* ENGLISH – (Fluent Only) Must comprehend and communicate both written and verbally in English 
* 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.
* High School Diploma

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