Job Description
Customer Success Representative – Remote
FULL TIME | ACHIEVE TEST PREP | OUTSIDE OF UNITED STATES
About Achieve Test Prep
Most working adults find it challenging to overcome the many obstacles associated with obtaining their college degree. We serve as advisors, teachers, tutors, and mentors, helping our customers, primarily healthcare workers, be more successful at college and on the job. We utilize non-traditional methods, like testing out of college credits via the credit-by-exam process, similar to Advanced Placement (AP) tests, and provide wrap-around services that build confidence, motivation and discipline.
Why work for us?
Founded in 2008 in the U.S., Achieve is a 100% remote company that hires the best candidates from around the world. Become an integral part of a work culture that is diverse, flexible, collaborative, and compelling. We are a growing company that provides financial security with opportunities for professional growth as well as the ability to:
- Work entirely from the comfort of home
- Set your own work schedule
- Earn a competitive compensation commensurate with your location
- Know that your ideas and opinions are important and will be heard
- Help change lives through education
At Achieve, you are guaranteed to make a difference everyday—both in the work you complete and in the lives of our customers.
Achieve is an equal opportunity employer that is committed to diversity in its workforce. We post our open positions on multiple job boards, in an effort to attract candidates who represent different backgrounds, experiences, identities, and perspectives.
We believe this well rounded approach positions Achieve to make employment-related decisions based exclusively on job-related qualifications, without disregarding applicants because of their race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, pregnancy, genetic information, mental health or any other status protected by law.
Job Summary:
Achieve Test Prep is looking for experienced Customer Success Representatives to support our customers through their academic journey. This position is dedicated to fostering solid customer relationships while supporting the customer’s educational needs. You will assist customers with a variety of topics including but not limited to, exceptional customer support and elearning planning, prep course registration, transcript reviews and exam preparation.
Roles & Responsibilities:
- Promptly respond to customer inquiries via phone, SMS, and email.
- Onboard new customers and work collaboratively across teams to ensure a successful journey.
- Regular customer communication to discuss program needs, elearning plans, transcripts, concerns, etc.
- Building rapport with customers through quality conversations, understanding customer goals, and helping them achieve them.
- Carrying out periodic reviews with customers and providing guidance for successful product use.
- Resolving customer requests through all communication channels within 24 hours.
- Providing our customers with exceptional support to ensure program completion.
- Providing timely feedback to the company/customers regarding service failures or customer concerns.
Desired Skills & Experience:
- Must be able to write and speak fluently in English with a neutral accent.
- High School / Secondary Diploma (or relevant experience)
- Full time flexed schedule within the hours of Monday-Sunday 8 am – 9 pm EST
- Goal-oriented person with a history of achieving success
- Professional customer support experience
- Strong interpersonal skills, maturity, and good judgment, and capable of communicating with a diverse range of individuals.
- Experience handling difficult and irate customers
- Problem-solving, critical thinking, and decision-making skills
- High level of attention to detail
- Highly organized and reliable
- Ambitious self-starter with experience in a fast-paced work environment
- Prepared to work on own initiative as well as being part of a team
- Ability to make a high volume of calls and email communications
- Proficiency with Microsoft Windows and Google Suite Products
- Excellent documentation skills