Advising Support Representative

• Assist learners with academic inquiries
• Provide proactive support regarding their programs
• Educate learners on self-service options
• Use various systems to manage and document learner interactions
• Support learner requests regarding academics and learner records
• Provide learners with an exceptional service experience
• Proactively inform learners of important milestones
• Respond to learners via phone, voicemail, email, text, and casework
• Triage requests to academic coaches or other departments
• Effectively use resources and systems to manage learner data
• Create, manage, and resolve casework
• Support outbound call campaign efforts
• Effectively manage internal communication channels
• Demonstrate skillful time management and schedule adherence
• Partner with coaches and other departments
• Actively engage in meetings
• Develop strong business acumen
• Engage in coaching sessions
• Participate in training
• Consistently review resources and updates
• Develop Subject Matter Expertise
• Help encourage and mentor other employees
• Drive process improvement
• Work on project assignments

• High school diploma required
• Some college experience preferred
• Minimum of 1 year in a customer service role
• Strong communication skills
• Critical thinking
• Time management
• Proficiency with technology including Microsoft Office and CRM systems
• Ability to adhere to and follow a set daily/weekly schedule
• Ability to handle complex customer resolution issues
• Ability to maintain a high degree of accuracy and attention to detail
• Organizational skills
• Strong technological skills and aptitude
• Demonstrated ability to remain calm under pressure
• Excellent relationship-building, customer service, and problem-solving skills
• Exhibits a high degree of initiative and follow-through
• Must be able to travel up to 10% of the time
• Must be able to lift 25 lbs
• Must be able to work more than 40 hours per week when business needs warrant
• Regular, dependable attendance and punctuality

Some college experience

• Medical
• Dental
• Vision
• Life and disability plans
• Well-being incentives
• Parental leave
• Paid time off
• Certain paid holidays
• Tax saving accounts (FSA, HSA)
• 401(k) retirement benefit
• Employee Stock Purchase Plan
• Tuition assistance
• Entertainment and retail discounts
• Overtime pay (if applicable)