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 every day—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.

About the role

As a Level 2 Dedicated Advisor at Achieve Test Prep, you play a pivotal role in addressing customer inquiries, comments, and concerns. Your primary objective is to ensure the educational success of each assigned customer by providing personalized support and leveraging the full spectrum of Achieve Test Prep services. Success in this role hinges on your ability to understand and empathize with the unique circumstances and course direction of each customer, tailoring your approach to meet their individual needs.

Job Responsibilities

Customer Relationship Management:

• Understand and have a deep knowledge of each of your clients
• • Know your client, their dreams and aspirations
  • What are they studying towards and why
  • What is the path they have set for themselves
  • What are the challenges they will face along their journey
• Stay abreast of your clients study progression
• Stay abreast of clients financial commitments and flag if they are experiencing any difficulties to proactively step in with the support of retentions (Do not wait for multiple missed payments before reacting)
• Being aware of any challenges they are facing with course material or enrollments at their chosen college
• Providing them with guidance and support.
• Update our internal databases with information about technical issues and useful discussions with customers
• Work on your personal case and task view that has a callback/due date for the day
• Each customer assigned to you is your responsibility until:
  • They successfully complete the program.
  • They withdraw
  • They become delinquent for more than 75 days.
  • They request a change of DA

• Have set appointments with each client during their entire Achieve journey – All Appointments need to be kept – no exceptions

  • A minimum of one meeting per calendar month per client needs to be maintained
  • Desirable for bi weekly meetings to be arranged and maintained to ensure that we can actively track and evaluate the progress of each client
  • Confirm all appointments 24 hours prior via email
  • Confirm intention to call 10 min prior with sms
  • No appointments can be missed
  • You must be prepped and prepared for your appointments
  • Reach out to your appointments & scheduled callbacks  within the 1st ten minutes. Calling later 10 minutes is considered LATE.

Onboarding and Support:

• Facilitate the onboarding process for new clients, ensuring a comprehensive understanding of study goals and personal circumstances.
  • Ensure that all pertinent information pertaining to their study goals and personal circumstances are obtained
  • Evaluate the courses they have been signed up to via sales and do not be afraid to make recommendations should you feel a different course of action is warranted.
• Provide ongoing guidance and support, resolving queries promptly and recommending effective solutions.
  • Introduce them to all the Achieve Portal, Moodle and so forth
  • Set future meeting dates and explain the importance of keeping these
  • Follow all further onboarding procedures
• Answer incoming calls from Inbound Customer Success Level 2 queue
  • If you are not the dedicated advisor of the said customer, take ownership and ensure that the meeting is set with their dedicated advisor.  Explain to the client why the single point of contact is of vital importance and why you will direct them to their DA to address their concern.
• Handling sensitive customer information and updating customer accounts
  • You will be privy to sensitive information of your client and you need to treat this information with the utmost respect

Financial Commitments:

• Be informed on the financial relief options available to clients
  • Work with the retention team to understand the latest available programs
  • Book advisory meetings with retentions for clients who require financial assistance
  • Stay informed on the outcomes of any such meetings
• Knowledge Enhancement:
  • Constantly work on your personal knowledge of educational options that tie in with the Achieve program
  • Actively seek knowledge that will allow you to provide better guidance to your clients
  • Utilize the information portals provided by Achieve
  • Join regular training sessions
  • Achieve a minimum of 90% on all quizzes
  • Share relevant information that you obtain on educational programs with your team through the relevant threads

Commitment to Continuous Improvement:

• Analyze and report product malfunctions or product improvements
• Should you encounter any system errors report these to your team leads
• Provide feedback on any system improvements that could benefit either internal processes or client experience
• Inform customers about new features and functionalities
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Receive and assist customers complaints to the best we can and escalate to proper channels

Requirements and skills

• Experience as a Customer Support Specialist or similar CS role
• Proficiency in using help desk software, remote support tools, and a comprehensive understanding of CRM systems, especially Salesforce
• Excellent communication and problem-solving skills
• Multi-tasking abilities
•  Patience in handling challenging cases and a commitment to maintaining high Net Promoter Scores and Customer Satisfaction Scores
• Proven ability to efficiently resolve customer queries within the shortest possible time
• Familiarity with the US education system is a distinct advantage
• Familiarity with setting educational goals and achievements is a distinct advantage

Job Details:

Type: Remote

Schedule: Mon-Fri, 8:00AM – 5:00PM EST

Location: 100% Remote