Graduate School USA Hiring For Customer Relations Associate at Washington, DC, United States , United States Full Time

Job Description

SUMMARYLocated in Washington, DC, Graduate School USA (GSUSA) is a wholly owned subsidiary of American Public Education, Inc. (NASDAQ; “APEI”). Graduate School USA is a leading provider of professional development and training courses for the federal government and private sector, serving organizations and individuals with programs designed to support organizational missions, career and occupational development, and the personal ambitions of adult learners. GSUSA’s courses and programs are delivered by instructors with real-world government experience, including customized training solutions, distance education, and leadership training.GSUSA is seeking a Customer Relations Outbound Associate to specialize in selling GSUSA’s products and services. This person will communicate with our customers by initiating phone calls and other correspondence on behalf of the organization, with the goal of strengthening customer relationships and loyalty. Our fast-paced, dynamic team plays a key role in differentiating GSUSA from our competitors by building a rapport with our customers that is unmatched in the industry.The Customer Relations Outbound Associate proactively strengthens relationships with potential and existing customers by providing timely and efficient customer care, regarding GSUSA’s products and services. Outbound calls are sales-focused and are made to drive interest in upcoming low enrollment courses, spark interest in new courses, promote marketing campaigns, and cross-sell courses — with the goal of increasing revenue by engendering loyalty, resulting in repeat business.KEY DUTIES AND RESPONSIBILITIES

• Make outbound calls to existing or prospective customers to grow class enrollments into GSUSA.
• Ask probing questions and suggest courses to suit the customer’s professional development needs.
• Communicate over the phone and via email with diverse customers to drive interest in GSUSA courses, programs, services, and customized solutions, resulting in booked open enrollment classes.
• Process student enrollments, transfers, and withdrawals; respond to contract inquiries, billing questions, and customer concerns.
• Respond accurately and appropriately to customer inquiries and ensure customer satisfaction.
• Obtain customer information to build an enhanced training and professional focus for the customer.
• Use prepared scripts to persuade potential customers or customers to enroll in the School’s future courses, certificate programs and/or to purchase GSUSA products and/or services.
• Secure customer leads and conduct follow up on first point of contact.
• Work with Director to qualify leads.
• Partner with Business Development Team to develop and maintain customer accounts.
• Collaborate with Marketing to help build GSUSA brand.
• Successfully perform closing techniques and overcome objections.
• Enter and maintain data into a database of existing and/or potential customers.
• Manage records and database of telephonic communications, interactions, accounts, orders, and payments.
• Assist with inbound calls based on demand or call volume.
• Other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

• Proficient in use of computers, applications and the internet, including Microsoft Office
• Proficient data entry skills
• Must have passion and commitment to customer service excellence
• Must have the ability to learn and understand the programs and services for which GSUSA offers
• Excellent telephone etiquette skills that encourage and engage customer’s behavior to positive action
• Excellent writing skills
• Ability to react diplomatically, and maintain composure and demeanor under pressure
• Ability to maintain customer confidentiality
• Excellent customer service, organizational, time-management, and problem-solving skills
• Goal-oriented, results-driven, self-motivated, highly ethical and able to work with minimal supervision
• Ability to serve as an effective team member with a professional attitude, strong interpersonal skills, confidence, and enthusiasm

MINIMUM QUALIFICATIONS

• Bachelor’s Degree in Business, Marketing or the equivalent combination of education and experience
• Two to three years of inbound or outbound sales experience

• Minimum of three years of experience working in a call center environment

• Must have experience performing cold calls specializing in sales and/or marketing

Please submit resume and cover letter.Graduate School USA is an Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status or any other legally protected group status.Job Type: Full-timeBenefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

COVID-19 considerations:
All employees, students, customers are encouraged to wear masks and get vaccinated; common surfaces are sanitized daily, etc.Ability to commute/relocate:

• Washington, DC 20024: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Briefly explain any experience you have performing cold callings in sales or marketing.

Education:

• Bachelor’s (Preferred)

Experience:

• inbound or outbound sales: 2 years (Preferred)
• call center: 3 years (Preferred)

Work Location: One location