Advising Support Representative

Capella University Inc; United States; Remote; USD 23,000 - 35,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life and disability plans

Well-being incentives

Parental leave

Paid time off

HSA/FSA

Job summary

Capella University Inc. is seeking an experienced Learner Support professional to assist learners from their first course through graduation.

You will inform learners of key milestones, promote self-service resources, and coordinate with academic coaches to streamline the learner experience. You will handle inquiries via phone, email, text, or casework, utilizing Salesforce, Campus Solutions, InContact, SharePoint, Pinnacle, ScheduleOnce, and MS Office while maintaining accurate records and

Qualifications

• 1+ years of experience in a professional setting with strong written and verbal communication and solid customer service.
• High school diploma required; some college experience preferred.
• Ability to adhere to a set daily/weekly schedule and manage multiple demands.
• Excellent problem-solving and relationship-building skills with senior management awareness.

Responsibilities

• Respond to learner requests via phone, email, text, or casework across multiple channels.
• Triage requests to academic coaches or other departments as needed.
• Use Salesforce/Campus Solutions, InContact, SharePoint, Pinnacle, ScheduleOnce, and MS Office to manage learner data and interactions.
• Create, manage, and resolve learner casework within the SLA and support outbound call campaigns.

Skills

Integrity

Punctuality

Time management

Active listening

Verbal communication

Written communication

Autonomy

Attention to detail

Organizational skills

Tech proficiency

Salesforce

PeopleSoft CRM

SharePoint

MS Office

Education

High school diploma

Some college experience

Tools

Salesforce

PeopleSoft CRM

SharePoint

Pinnacle

MS Office

Job description

Essential Duties & Responsibilities

Learner Support 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). Supports outbound call campaign efforts according to the needs of the organization.

Job Skills

Demonstrates integrity and demands high standards for themselves and their team. Punctuality and effective time management skills. Ability to adhere to and follow a set daily/weekly schedule. Excellent active listening, verbal, and written communication skills with the ability to interact effectively with senior management levels. Ability to handle complex customer resolution issues, applying information and policies and assessment of unique circumstances; and resolving with a reasonable level of autonomy.Displayed success in achieving and sustaining objectives and performance metrics. Ability to maintain a high degree of accuracy and attention to detail. Organizational skills—ability to prioritize, manage multiple demands, and present information in a clear and concise manner.Strong technological skills and aptitude. Includes skills in the Microsoft Office Suite, applied expertise accessing the internet or systems-based information, such as Salesforce, Peoplesoft CRM, and other education-related software and internet applications.Demonstrated ability to remain calm under pressure and maintain a professional demeanor. Excellent relationship-building, customer service, and problem-solving skills. Exhibits a high degree of initiative and follow-through.

Work Experience

1+ years of experience working in a professional setting leveraging strong written and verbal communication in addition to solid customer service skills.

Education

High school diploma required. Some college experience is preferred.

Other

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. Travel via plane, car, and metro may be required to perform this job. Must be able to work more than 40 hours per week when business needs a warrant. Access information using a computer. Effectively communicate, both up and down the management chain. Effectively cope with stressful situations. Strong mental acuity. Regular, dependable attendance and punctuality are essential functions of this job. Other essential functions and marginal job functions are subject to modification.

SEI offers a comprehensive package of benefits to employees scheduled 30 hours or more per week. In addition to medical, dental, vision, life and disability plans, SEI employees may take advantage of 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 as well as entertainment and retail discounts. Non-exempt employees are eligible for overtime pay, if applicable.

Our Talent Acquisition Team is ready to discuss your interest in joining SEI. The expected salary range for this position is below. $16.75 - $25.25 - Hourly

SEI is an equal opportunity employer committed to fostering an inclusive and collaborative culture where individuals can grow their careers and contribute fully. We strive to attract talent with broad experiences, skills and perspectives. We welcome applications from all. While it is not typical for an individual to be hired at or near the top end of the pay range at SEI, we offer a competitive salary.

If you require reasonable accommodations to complete our application process, please contact our Human Resources Department at [e-mail].