Advising Support Representative
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Job Description
Advising Support Representative supporting Capella University learners with academic records, policies, financing, and advising resources. Resolving requests through phone, text, email, and casework.
Responsibilities:
- Create a high-quality experience for Capella University learners throughout their academic journey
- Provide phone and text support, proactively helping learners plan their programs and overcome roadblocks
- Support learner requests regarding academics and learner records from first course through graduation and beyond
- Inform learners about program milestones, resources, and coach connections
- Educate learners about self-service resources and promote learner independence
- Respond via phone, voicemail, email, text, and casework systems
- Answer questions within role boundaries and triage requests to academic coaches or other departments
- Use Salesforce/Campus Solutions System, Academic Plans, InContact, SharePoint, Pinnacle, ScheduleOnce, and MS Office to manage data, perform tasks, document interactions, and answer questions
- Create, manage, and resolve casework within assigned service level agreements
- Support outbound call campaigns
- Manage internal communications and maintain schedule adherence
- Partner with coaches and departments to resolve learner requests
- Participate in meetings, coaching, training, and development activities
- Develop subject matter expertise in university knowledge and advising processes
- Mentor other employees and demonstrate SEI leadership behaviors
- Identify and recommend process improvements
- Complete project assignments accurately and diligently
- Perform other duties as assigned
Requirements:
- 1+ years of experience working in a professional setting leveraging strong written and verbal communication and solid customer service skills
- High school diploma required
- Some college experience preferred
- 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
- Excellent active listening, verbal, and written communication skills
- Ability to handle complex customer resolution issues with reasonable autonomy
- Success achieving and sustaining objectives and performance metrics
- Accuracy and attention to detail
- Organizational and prioritization skills
- Strong technological skills and aptitude
- Microsoft Office Suite, Salesforce, Peoplesoft CRM, and other education-related software and internet applications
- Ability to remain calm under pressure and maintain a professional demeanor
- Customer service, relationship-building, and problem-solving skills
- Initiative and follow-through
- Dependable attendance and punctuality
Benefits:
- 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 eligibility for non-exempt employees, if applicable
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