Retention Supervisor
achieve test prepNew York (NY)
About the role
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.
Role Overview:
The Retention Supervisor will lead Achieve Test Prep's Retention team, responsible for maintaining customer engagement, reducing churn, and driving long-term revenue stability. This role requires a strong leader who can handle escalated cases, coach advisors on objection management, and manage performance standards tied to customer count and case cycle time. Why This Role Is Highly Appealing Competitive commissions and performance bonuses: Retention leadership directly influences monthly revenue and customer count, and compensation reflects that impact. High visibility and cross-department collaboration within high level operations. Opportunities for advancement through Achieve's leadership pipeline. Influence on strategic retention initiatives, revive efforts, and operational improvements.
Roles & Responsibilities:
Lead and coach the Retention team to achieve weekly and monthly save goals. Manage escalated or complex customer cases with a balanced, policy-aligned approach. Monitor retention KPIs and performance indicators, including churn prevention, save ratios, and case timeliness. Partner with Enrollment, Workforce, QC, BE, and AS to ensure smooth handoffs and a consistent customer experience. Identify opportunities to improve processes, strengthen customer commitments, and influence broader company retention strategy. Uphold high standards of communication, accountability, and problem-solving across the team.
Desired Skills & Experience:
Bachelors Degree In Business/Accounting, or certification and equivalent experiences 2-5 years of customer service, retention or account management. Familiarity with KPI driven performance management. Ability to manage multiple priorities in a fast paced environment. Strong communication, organization, and interpersonal skills. Proactive mindset and creative thinker with a "figure-it-out" approach. Strong verbal and written communication skills. Ability to analyze data and problem solve.
Job Details
Type: Full-Time Schedule: Monday - Friday 9:00 AM - 5:00 PM EST business day.
Remote: 100% Online
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