Advising Support Representative
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Job Description
Advising Support Representative responsible for creating high-quality learner experiences at Capella University through comprehensive support and resource delivery to students.
Responsibilities:
- Supports learner requests regarding academics and learner records from the first course through graduation and beyond
- Provides learners with an exceptional service experience, leaving a lasting, positive impression of academic advising and Capella University
- Proactively informs learners of important milestones in their programs and provides resources and promotes coach connection to streamline the experience
- Educates learners about self-service resources and encourages users to build greater learner independence and self-sufficiency
- Responds to learners via a wide variety of communication channels and systems, including phone, voicemail, email, text, and casework
- Answers questions in alignment with role boundaries and triage requests as needed to academic coaches or other departments
- Effectively uses resources, Salesforce/Campus Solutions System, Academic Plans, InContact, SharePoint, Pinnacle, ScheduleOnce scheduling tool, and MS Office to manage learner data, perform tasks, document interactions, and answer questions
- Creates, manages, and resolves casework efficiently, staying within the assigned service level agreement (SLA)
Requirements:
- 1+ years of experience working in a professional setting leveraging strong written and verbal communication in addition to solid customer service skills
- High school diploma required
- Some college experience is preferred
- Must be able to travel up to 10% of the time
- Must be able to lift 25 lbs
- Typical office setting
- Mobility within the office including movement from floor to floor
- Must be able to work more than 40 hours per week when business needs a warrant
- Strong mental acuity
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
- Non-exempt employees are eligible for overtime pay, if applicable
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