Jan 12, 2022

Customer Retention Specialist

  • Remote (Work from Home) Jobs
Remote Job/Work from home

Job / Advertisement 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 find it challenging 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 utilizing an alternative path to earning college credit known as the credit-by-examination process. Essentially, 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 greatest 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 seeking an Online Customer Retention Specialist to join our team of sales professionals as a member of our Customer Success Support Department. As a Customer Retention Specialist, you will meet and consult with customers who are considering dropping out of his or her program. You will have tools and resources to help customers and remove obstacles so they can continue the program and reach their educational and career goals. In this role you have a real ability to make a difference in people\u2019s lives.


  • 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.
  • Attempt to overcome objections and retain customers with approved responses and solutions
  • Ability to be effective in negotiation skills to net results and meet productivity objectives
  • Researching and selling company\u2019s products and offers most likely to help customers
  • 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 Skills and Experience

  • 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