Job description

Position Summary:
The Retention Specialist (RS) role is vital to the success of our students. As a United Steel Workers union position, the overarching objective is to save students who contact Penn Foster to cancel their enrollment. The RS will work with Admissions, Student Care, Education, Financial Services, and any other student-facing group to collaborate on positive outcomes for our students. The hours of operation of the team will be from 9am to 6pm Monday thru Friday. This is primarily an inbound position, and all of the metrics the employee will be held accountable for will be from their calls in the inbound queue, plus outbound contacts that may be necessary as the program develops or follow up with a given student is necessary. There will be no selection on the IVR for students to reach them directly. The only way to reach them will be by a warm transfer and in time, direct extension. This entire set up is subject to change based upon needs of the business as well as changes in our business model. There will be incentives paid out on save rate as well as revenue collected on retention calls. Applicants must like being in an inbound environment with goals and incentives. Applicants will be asked to take an assessment to ensure they are a good fit for the position

Essential Job Functions:

• answer inbound calls from existing students who are cancelling or may cancel
• use approved save methods to help them stay a student and graduate
• Train on other roles in the company so they can enhance the abilities of the team to save
• train and become proficient on all student-facing systems
• collaborate with Winback and observe all established policies and procedures
• maintain a save rate set by the Senior Director of Admissions
• Attempt to collect as much of the tuition owed as possible.
• maintain a positive upbeat attitude on all calls.
• recommend progression to all saved callers.
• be prepared to handle up to fifty calls per day.
• participate in focus groups to improve student achievement.

Knowledge, Skills, Abilities:

• Regularly submit Timecards stating hours worked and any accrued time used.
• Use email regularly throughout the day to communicate with other employees.
• Adhere to performance requirements as established by management.
• Perform other Duties or responsibilities as required or requested.

Other Requirements:

• Enthusiastic advocate of education.
• Initiative-taker.
• Ability to drive issues to closure.
• Ability to use a PC.
• Ability to multi-task and work efficiently.
• Excellent written and verbal communication skills.
• Ability to command an authoritative, yet friendly and engaging phone presence.
• Acute active listening skills.
• Demonstrates empathy, respect and understanding of the needs of our customers.

What We Offer
We offer a competitive base salary, plus a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, a 401K with a company match, plus free access to all of our online programs.

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