Job Description
Kaplan Test Prep & Admissions is seeking a Customer Service Compliance Manager who will be responsible for ensuring excellent customer service for our students nationwide. In this role you will closely monitor/oversee student-teacher communication, track trends, customer service metrics, and run standard/ad hoc reports to ensure timely and quality customer service for our students.
Responsibilities:
- Track and monitor student-teacher communication to ensure quality and timely follow up from our instructors
- Flag and follow up with non-compliant instructors and escalate issues/concerns as needed to the National Academics Team or local line manager
- Track trends and actively troubleshoot
- Run standard/ad hoc reports, SQL queries, basic statistical analysis to drive business decisions
Requirements:
- BA/BS required
- Knowledge of SQL server and experience building SQL queries to mine relevant data
- Ability to interpret data
- Excellent interpersonal skills
- Excellent organizational skills and attention to detail
- Strong written and verbal communication skills
Measurements:
- Customer service metrics
- Internal system metrics (Applicant Tracking System, Kaplan Business Systems)
Job Requirements
please see job description
Full time employees enjoy these outstanding benefits:
401(k) plan
Comprehensive health, dental and short term disability & long
term disability plans
Business casual dress code
Sick days, personal days, holidays, and vacation days
A friendly, team oriented environment
Kaplan Test Prep and Admissions (www.kaptest.com), a division of Kaplan, Inc., is a premier provider of educational and career services for individuals, schools and businesses. Established in 1938, Kaplan Test Prep and Admissions is the world leader in the test prep industry and has served millions of students in nearly 70 years. With 3,000 classroom locations worldwide, a comprehensive menu of online offerings and a complete array of books and software, and private tutoring options, Kaplan offers preparation for more than 60 standardized tests in the U.S. and the U.K., including entrance exams for secondary school, college and graduate school, as well as English language and professional licensing exams. Kaplan also provides college and graduate admissions consulting services, as well as after-school learning programs for K-10 students through its SCORE! centers. Additionally, the division's K12 Learning Services unit is a leading nationwide provider of a broad range of academic intervention and support programs for school districts seeking to meet the demands of No Child Left Behind (NCLB).
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