What are the responsibilities and job description for the Outreach Associate position at SGF Global?
Must Have:
ability to acquire and retain customers
build and manage customer relationships
Microsoft Office tools: PowerPoint, Word, & Excel
navigating complex customer issues
Outbound Outreach
proven ability to move forward multiple projects in concert
salesforce
Smartsheet
strong internal partnerships across multiple teams
Strong organization and prioritization skills
Nice to Have:
Education
JOB DESCRIPTION
Role: Outreach Associate ***3 roles***
Team: Assessment Delivery Operations
Location: Remote
Visa Candidates: NO
Project: this is a project slated from 4/15 to the end of the year with possibility to extend (no promises, so please make sure your submitted candidates are aware this is a temp project, etc.) Selected candidates will handle a case load of assigned schools to contact with the goal of converting the schools to a test site. The strategy and scope have already been determined, the team will be trained, but it takes diligence and strong communication skills to outreach (phone and email) to confirm the parties involved, develop a rapport and explain the scenario. They will not be in a position of "negotiation" as they are backed with supportive team members, etc. but they will field questions, etc. They will use Smartsheets and other tools to track and document work.
Profile: team seeks candidates who have outreach experience and that 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. The selected candidates will be 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; be 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.; ultimately has the ability to receive and own the task by performing, documenting, and relaying and collaborating with others on the team.
Rates: we expect to see candidates in the ***-*** pay range. Share the best options.
Process: initial .5 video with Lindsay followed by another w/Jeremy Perry.
About the Team
The Operations Division at *** is focused on connecting people, processes, and information to enable global delivery of *** assessments and support customer success. The division aims to provide strong customer engagement and world-class digital assessment delivery experience that supports millions of students and thousands of schools and test centers annually. The 70-person Assessment Delivery organization is a combination of teams that support Test Administration, Supply Chain & Logistics, and Operational Effectiveness.
About the Opportunity
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 our customers perspective of our 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.
In this role, you will:
Manage Outreach & Communication (80%)
Develop robust call campaigns that drive customer interest
Be an expert in *** 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
About You
You have:
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
About Our Culture
Our community matters, and we strive to practice and improve our culture daily. Here are some headlines:
We are motivated to positively impact the educational and career trajectories of millions of students a year
We welcome staff to join any or all six of our affinity groups: ARISE (Alliance for Asian Retention, Inclusion, Success, and Engagement; DIASPORA (Alliance for Pan-African Success and Achievement); Pride (alliance for LGBTQ staff and allies); Resilience (alliance for Native staff and advocates); SALSA (Staff Alliance for Latinx Success and Achievement); and WIN (Women s Impact Network)
We value learning and growth; we offer formal and informal ways to lead through your superpowers, sharpen your strengths, and meet your development goals
We offer a transparent approach to promotions and merit raises, annual performance-based bonuses, and how to grow your career here over time
About Our Benefits and Compensation
*** offers a strong compensation and benefits package that attracts top talent looking to make a difference in education.
Our robust benefits package includes health, dental, and vision insurance, tuition assistance, paid time off, paid parental leave, retirement benefits with a generous matching program, and more
We reward performance through annual bonuses and provide opportunities for salary growth over time through base compensation increases, merit raises and promotions
We believe in compensating staff members fairly in relation to each other, their qualifications, and their impact. The salary range for a new employee in this position is $ The salary offer of an individual candidate within this range is specific to their location and qualifications
Each salary offer is determined carefully using internal and external benchmarking and adjusting for the candidate s location. You will have an opportunity to discuss salary in more detail after you begin the application process
As a self-sustaining non-profit organization with global impact, *** offers a job that matters, a team that cares, and a place to learn, innovate and thrive!
ability to acquire and retain customers
build and manage customer relationships
Microsoft Office tools: PowerPoint, Word, & Excel
navigating complex customer issues
Outbound Outreach
proven ability to move forward multiple projects in concert
salesforce
Smartsheet
strong internal partnerships across multiple teams
Strong organization and prioritization skills
Nice to Have:
Education
JOB DESCRIPTION
Role: Outreach Associate ***3 roles***
Team: Assessment Delivery Operations
Location: Remote
Visa Candidates: NO
Project: this is a project slated from 4/15 to the end of the year with possibility to extend (no promises, so please make sure your submitted candidates are aware this is a temp project, etc.) Selected candidates will handle a case load of assigned schools to contact with the goal of converting the schools to a test site. The strategy and scope have already been determined, the team will be trained, but it takes diligence and strong communication skills to outreach (phone and email) to confirm the parties involved, develop a rapport and explain the scenario. They will not be in a position of "negotiation" as they are backed with supportive team members, etc. but they will field questions, etc. They will use Smartsheets and other tools to track and document work.
Profile: team seeks candidates who have outreach experience and that 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. The selected candidates will be 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; be 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.; ultimately has the ability to receive and own the task by performing, documenting, and relaying and collaborating with others on the team.
Rates: we expect to see candidates in the ***-*** pay range. Share the best options.
Process: initial .5 video with Lindsay followed by another w/Jeremy Perry.
About the Team
The Operations Division at *** is focused on connecting people, processes, and information to enable global delivery of *** assessments and support customer success. The division aims to provide strong customer engagement and world-class digital assessment delivery experience that supports millions of students and thousands of schools and test centers annually. The 70-person Assessment Delivery organization is a combination of teams that support Test Administration, Supply Chain & Logistics, and Operational Effectiveness.
About the Opportunity
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 our customers perspective of our 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.
In this role, you will:
Manage Outreach & Communication (80%)
Develop robust call campaigns that drive customer interest
Be an expert in *** 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
About You
You have:
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
About Our Culture
Our community matters, and we strive to practice and improve our culture daily. Here are some headlines:
We are motivated to positively impact the educational and career trajectories of millions of students a year
We welcome staff to join any or all six of our affinity groups: ARISE (Alliance for Asian Retention, Inclusion, Success, and Engagement; DIASPORA (Alliance for Pan-African Success and Achievement); Pride (alliance for LGBTQ staff and allies); Resilience (alliance for Native staff and advocates); SALSA (Staff Alliance for Latinx Success and Achievement); and WIN (Women s Impact Network)
We value learning and growth; we offer formal and informal ways to lead through your superpowers, sharpen your strengths, and meet your development goals
We offer a transparent approach to promotions and merit raises, annual performance-based bonuses, and how to grow your career here over time
About Our Benefits and Compensation
*** offers a strong compensation and benefits package that attracts top talent looking to make a difference in education.
Our robust benefits package includes health, dental, and vision insurance, tuition assistance, paid time off, paid parental leave, retirement benefits with a generous matching program, and more
We reward performance through annual bonuses and provide opportunities for salary growth over time through base compensation increases, merit raises and promotions
We believe in compensating staff members fairly in relation to each other, their qualifications, and their impact. The salary range for a new employee in this position is $ The salary offer of an individual candidate within this range is specific to their location and qualifications
Each salary offer is determined carefully using internal and external benchmarking and adjusting for the candidate s location. You will have an opportunity to discuss salary in more detail after you begin the application process
As a self-sustaining non-profit organization with global impact, *** offers a job that matters, a team that cares, and a place to learn, innovate and thrive!
Salary : $43,800 - $50,600
