Kaplan - Washington, DC

posted 4 days ago

Full-time - Entry Level
Hybrid - Washington, DC
Educational Services

About the position

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best in class educational experience and make Kaplan a great place to work. Our offices in India opened in Bengaluru in 2018. Since then, our team has fueled growth and innovation across the organization, impacting students worldwide. We are eager to grow and expand with skilled professionals like you who use their talent to build solutions, enable effective learning, and improve students' lives. The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

Responsibilities

  • Execute and take ownership of the end-to-end experience or 'journey' of customers/learners across Innovation Group products/programs.
  • Deliver delightful, multi-channel support (primarily written communication via email, SMS, live chat) to customers/learners throughout every stage of their pre- and post-enrollment journeys.
  • Triage inbound contacts via shared inboxes, responding directly when appropriate.
  • Set clear expectations for customers/learners about our programs and policies; troubleshoot technical support and service issues; and document pertinent information to ensure continuity of care throughout each customer/learner's journey.
  • Handle outbound one-to-one customer-/learner-facing communications, including for application issues, cohort cancellation/retention, Group deals, and any other one-to-one outbound communications as necessary.
  • Manage late-onboarding, extensions, partner-referral/ Group deal manual enrollments, and other off-cycle journey- and records-management for customers/learners.
  • Represent Kaplan and our partners professionally and in alignment with brand values, resolving customer issues quickly and effectively, providing product expertise and support, and using every interaction to help turn each customer into a raving fan.
  • Stay informed about rapidly evolving UP & Innovation Group businesses, product development, and requirements; utilize templates and knowledge management tools to deliver appropriate responses to a wide range of inquiries across a diverse portfolio of programs/partners.
  • Collaborate with part-time Mentors/Coaches and other internal/external partners to handle escalations, coordinate support, and deliver a seamless experience for each learner.
  • Provide direct support to internal and external partners to quickly resolve customer/learner-facing escalations.
  • Work with the CLX Manager and Innovation Technology team to implement and user-test new tools, systems, and channels.
  • Other duties as needed to support the UP & Innovation Group's customer and learner experience goals.

Requirements

  • Bachelor's degree
  • Excellent customer service instincts; prioritizes and champions customer delight
  • Excellent written and verbal communication skills and ability to adjust written and verbal communication to fit a variety of contexts, audiences, and channels
  • Demonstrated proficiency in multi-channel digital contact ticket resolution, including email, SMS, live chat, and phone
  • Track record of success working remotely to deliver high-quality customer experiences and achieve key performance metrics
  • Track record of getting a variety of things done with both speed and fidelity; extremely high attention to detail, even when pivoting among multiple channels and tasks
  • Demonstrated ability to quickly master new assignments, systems, and processes
  • Enjoys working in a dynamic, fast-paced environment in which the work and requirements are ever-changing and everyone works hard to exceed shared goals

Nice-to-haves

  • Experience in or interest in joining a start-up environment or Agile organization
  • Exceptional attention to detail
  • Work and solve problems independently but also seek and accept help when needed
  • Ability to flex working hours in order to meet business objectives (e.g., working some evening/weekend shifts especially during peak season)
  • Experience working remotely
  • Experience in a CRM (especially Hubspot Service)--helpful but not required
  • Multi-channel B2C sales experience--helpful but not required
  • Must love people, education, and learning

Benefits

  • Comprehensive benefits package
  • Salary structure reflecting experience, education, and skills
  • Positions paid at least $15 per hour or $31,200 per year for full-time positions
  • Certain positions are bonus or commission-eligible
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