Customer Retention Specialist - Remote

About the Company

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.

Only ONE position is available and it will be awarded to the best qualified candidate

About the Role

Are you a natural problem solver with the ability to turn “yes” into “no”? Achieve is seeking a dedicated and experienced Retention Specialist to join our Customer Success Team. This is a highly competitive opportunity with only one open slot available, and it will be awarded to the best qualified candidate.

The ideal candidate will bring proven critical thinking, problem-solving abilities, and hands-on experience in call center, retention, collections, or roles. In this position, you’ll play a vital role in enhancing the customer experience, maintaining satisfaction, and applying proven retention strategies to help customers stay engaged while driving revenue growth.

Role and Responsibilities:

• Initiate outbound calls to retain customers and collect payments over the phone
  

• Provide resolution to customer issues or concerns by asking probing questions.
  

• Identify the root cause of why a customer is choosing to leave the program.
  

• Develop personalised retention strategies by understanding each customer's unique cancellation reasons and identifying creative solutions that address their individual needs.
  

• Ability to be effective in negotiation skills to net results and meet productivity objectives
  

• Maintain and strengthen loyalty in customer relationships through friendly, professional, and accurate communication
  

• Maintain an acceptable retention save level and Department policies as well as schedule adherence (for shifts, breaks and lunches) 
  

• Assist in maintaining and monitoring electronic data for established customers
  

• Assist with administrative duties and projects as assigned within the Department
  

Desired Qualifications:

• Must be highly motivated and eager to earn hourly rate plus commission
  

• Must be able to write and speak fluently in English & have superior phone etiquette skills
  

• Flexible schedules are available Monday through Friday 12:00 PM - 8:00 PM EST
  

• Professional sales or retention 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
  

• Comfortable working with Google Suite products 
  

• Data Entry accuracy
  

• Proficient in basic math skills
  

Job Details

Type: Full Time

Schedule: Flexible schedules are available weekdays between  10 AM and 8 PM Eastern.

Salary: $7 p/h + commission