Customer Service Representative
3 weeks ago
We are a leading educational consultant and test prep center specializing in credit-by-examination degree paths, headquartered in the United States.
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.
As a Junior Dedicated Advisor at Achieve Test Prep, you form part of the first point of contact grouping for the organization.
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.
Key Responsibilities:
- Customer Relationship Management
- Understand and have a deep knowledge of each of your clients by building professional rapport
- Handle chat inquiries following set company guidelines
- 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
- Be informed on the financial relief options available to clients
- Receive and assist customer complaints to the best we can and escalate to proper channels
- Proficiency in using help desk software, remote support tools, and a comprehensive understanding of CRM systems, especially Salesforce
- Patient in handling challenging cases and a commitment to maintaining high Net Promoter Scores and Customer Satisfaction Scores
Requirements:
- Flexible 8 hour shift overlapping during the 8am - 9pm EST workday
- Remote: 100% Online
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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