Outreach Associate (100% Remote)

Our Customer is a mission-driven not-for-profit organization that connects students to college success and opportunity. Founded in 1900, they were created to expand access to higher education. Today, the membership association is made up of over 6,000 of the world’s leading educational institutions and is dedicated to promoting excellence and equity in education. Each year, our Customer helps more than seven million students prepare for a successful transition to college through programs and services in college readiness and college success—including the SAT, the Advanced Placement Program, and BigFuture. The organization also serves the education community through research and advocacy on behalf of students, educators, and schools.

We are seeking a Outreach Associate on a contract basis to help support our Customer's business needs. This role is 100% remote.

As the Outreach Associate, you will apply your superior case management skills and proactive outreach for mission-critical operational functions. You will be accountable for participating in cross-functional teams and managing relationships that drive consistent and dependable partnerships that deliver increased testing opportunities for students. Additionally, you will be responsible for cultivating meaningful relationships that ultimately result in a positive experience for customers.

In this role, you will work closely with members of the teams and other operational business partners to build robust outreach frameworks that enhance the customers’ perspective of the SAT Weekend experience. You will be responsible for managing cases or procedural exceptions and ensure they are resolved within the specified guidelines and policies of various internal departments. You have a knack for asking the right questions to pinpoint a customer's needs and for helping guide customers to the policies and resources needed to resolve their questions and challenges.

Responsibilities:

Manage Outreach & Communication (80%)

• Develop robust call campaigns that drive customer interest
• Be an expert in the company policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries
• Manage relationships and provide insight to professional staff within schools and test centers
• Build and manage relationships across operational and policy teams to identify data trends
• Manage customer relationships to ensure all cases are resolved in a timely manner
• Manage outreach and onboarding for new Test Centers
• Provide input that elevates the voice of the customer, helping to drive continuous data-based improvement for an optimal customer experience

Complete Special Projects (20%)

• Collaborate and execute various initiatives that increase customer acquisition
• Identify opportunities to improve customer relationships through optimized systems and feedback mechanisms
• Enhance customer tracking mechanisms that increase efficiency
• Collaborate and create customer friendly visuals and resources that expand the organizational footprint

• Outreach experience and have navigated the school system -- either via being employed in the school system with knowledge of testing centers or having supported the efforts as a business entity
• Poised, professional, articulate with excellent communication skills (written and verbal) with the ability to listen, understand and articulate scenario and the ability to tailor responses to varying personalities
• Self-driven to make the proactive outreach calls/emails (accustom to remote work and the discipline required) and the ability to work independently, but understand the scope of their work - when to seek advice, when to pass along, etc.
• Ability to receive and own the task by performing, documenting, and relaying and collaborating with others on the team.
• Strong organization and prioritization skills and the proven ability to move forward multiple projects in concert, as a leader, independently, and as a member of the team
• Proven ability to acquire and retain customers
• Adept problem-solving skills
• Experience leading and navigating complex customer issues and resolving those cases
• Proven ability to build and manage customer relationships
• Proven ability to build strong internal partnerships across multiple teams
• Knowledge of Microsoft Office tools: PowerPoint, Word, & Excel
• Knowledge of Salesforce