Student Support Representative
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Job Description
Student Support Representative assisting APUS online university students with questions, account privacy, funding, and issue resolution. Handling support through phone, email, and chat while coordinating with university departments.
Responsibilities:
- Provide immediate, ongoing, and efficient information and problem resolution to students via telephone, e-mail, or electronic chat
- Protect student account privacy through compliance with FERPA
- Develop conflict resolution strategies and communications
- Use CRM and other Student Support Center software applications
- Resolve routine and escalated customer concerns professionally and efficiently
- Maintain productive working relationships with Financial Aid, Fulfillment, Military Assistance, Student Services, Marketing, Admissions, and other APUS departments
- Meet or exceed performance goals determined by the AVP, Customer Service Operations and Student Communication
- Maintain an organized and professional work area
- Adhere to assigned schedules, including possible evening and weekend hours
- Assist team members with special projects and perform other assigned duties
Requirements:
- Excellent verbal and written communication skills
- Ability to learn quickly and work in a high-energy team environment
- Excellent organizational skills and ability to meet time-sensitive deadlines
- Strong problem-solving skills
- Ability to work successfully with limited supervision
- Ability to write organized, informative, and effective emails and written communications
- Active listening skills
- Ability to set goals, prioritize work, meet deadlines, and use time efficiently
- Ability to collaborate by sharing information and assisting colleagues
- Ability to handle escalated issues calmly and take initiative to resolve problems
- Proficiency with departmental software applications
- Ability to build rapport with students and provide timely, accurate information professionally
- Ability to research answers and understand referral processes and procedures
- Demonstrated understanding of FERPA guidelines and internal student and employee privacy policies
- Ability to understand and follow professional standards and APUS procedures
- Ability to explain the university's history, mission, organization, strategic goals, policies, accreditation, procedures, programs, and student funding sources
- Ability to compare and contrast the university with major competitors
- Ability to extract and analyze information from reports
- High-speed Internet connection
- Dedicated workspace within residence
- Capability to telecommute as directed by management
Benefits:
- Remote work / telecommuting
- Dedicated workspace within place of residence
- Equal opportunity employment
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