Learner Success Advocate

Penn Foster; Chandler (AZ); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Flexible spending

Generous paid time off

Sponsored volunteer opportunities

401K with a company match

Free access to all of our online برامج

Job summary

Penn Foster Group is seeking Learner Success Advocates in Chandler, AZ to guide learners through personalized learning paths and improve completion rates. You will use multi-channel support tools to assist students and guardians, deliver data-driven interventions, and promote a positive, accessible learning experience.

The role requires an Associates degree or equivalent, 2–3 years of digital customer service, strong communication, and empathy.

Qualifications

• Associates degree or equivalent experience required.
• 2–3 years of work experience required.
• 1–3 years of digital customer service experience preferred.
• Proof of High School Diploma or Equivalent required.

Responsibilities

• Perform duties aligned with Penn Foster Group’s Purpose, Promise, and Principles to support learners.
• Promote a frictionless, personalized learner experience to improve progression and completion metrics.
• Use omni-channel tools for inbound/outbound digital and telecom support per SLAs.
• Conduct data-driven interventions to support at-risk learners and build learner confidence.
• Collaborate with Education team to advise learners on program or course selections and coach toward career goals.
• Assist learners with scheduling instructional and tutoring appointments and navigating resources.
• Establish relationships with other learner support teams for seamless support.
• Strive for first contact resolution and de-escalate challenges affecting learner progress.
• Provide feedback to improve learner experience and support processes.
• Update learner profiles in enterprise systems.
• Manage multi-brand and cross-vertical caseloads as needed.
• Perform additional duties as assigned.

Skills

Customer service

Communication

Empathy

Education

Associates Degree or equivalent experience

Tools

Five9

Ada chatbot

Microsoft Dynamics

Microsoft Office

Job description

Position Summary

Penn Foster Group’s Learner Success Advocates leverage point-of-need digital support tools to shepherd high school, career, and college learners through their personalized learning experience. With a focus on driving persistence and program completion, Learner Success Advocates foster a support environment that allows learners to realize their employability, career, and life goals through accessible, affordable, and self‑paced learning opportunities.

Salary: $20/hr

Essential Job Functions

• Perform all duties in full support of Penn Foster Group’s Purpose, Promise, and Principles, understanding that the positive and effective execution of these duties is instrumental to the success and experience of our learners.
• Promote a frictionless “one-stop,” delightful, personalized, and supportive experience for learners, driving improvement in measured learner progression, completion outcomes, and satisfaction metrics.
• Leverage omni-channel and multi-channel support tools and technologies to perform inbound and outbound digital and telecommunications with learners and their guardians according to defined service level agreements.
• Conduct data-driven interventions and motivation outreach to support, guide, and empower at‑risk learners through their learning experience, continually building learner confidence and the development of skills necessary to be advocates for themselves.
• Collaborate with the Education team to advise learners on program or course selections, motivate, and coach learners to help them achieve their career goals.
• Assist learners with scheduling instructional and tutoring appointments and navigating self‑help resources, such as the learning management system, library, and learning resource center.
• Establish and grow effective working relationships with other learner support teams to provide a seamless, timely support experience.
• Strive for first contact resolution and attempt to de‑escalate and resolve challenges impacting the learner’s ability to progress.
• Provide feedback to the Penn Foster Group regarding opportunities to improve the learner experience and serve as a catalyst for support experience improvement.
• Perform accurate and timely data entry updates to learner profiles in enterprise systems.
• Manage multi‑brand and cross‑vertical learner caseloads as needed.
• Perform other duties as assigned.

Knowledge, Skills, Abilities

• Education: Associates Degree or equivalent experience.
• Proof of High School Diploma or Equivalent is required*
• Experience:
• 2-3 years of work experience required.
• 1-3 years of digital customer service experience preferred.

Computer Skills

• Must be able to perform 8 hours of computer work per day.
• Experience with inbound and outbound digital and/or phone support.
• Adept at learning new technologies.
• Proficient with Microsoft Office.
• Five9 call center skills preferred.
• Experience with Ada chatbot and Microsoft Dynamics preferred.

Other Requirements

• Ability to multi-task and work efficiently.
• Excellent verbal and written communication skills.
• Acute active listening skills.
• Demonstrates empathy, respect, and awareness of the needs of our learners.
• Must report to the office (Chandler, AZ) at least two days per week.
• When working from home, access to consistent, adequate internet connectivity is required.

Please note that a technical assessment will be required as part of our hiring process. This assessment must be completed before being considered for an interview.

About Us

At Penn Foster Group, we are transforming online learning to help learners by bringing together Penn Foster, CareerStep, Ashworth College, James Madison High School, the New York Institute of Photography, the New York Institute of Art and Design, and other education platforms. Together, we create an accelerated path to greater economic mobility through real‑world skills and knowledge that enable learners to achieve long‑term success in the workplaces of the future. Our history dates back to 1890 when our founder, Thomas Foster, pioneered distance education by offering training by mail for coal miners to get the necessary skills for safer jobs. Today, with the partners who use our education and training programs, we continue that mission of providing accessible training and education for in‑demand skills and are building a workforce that’s prepared for the future job market.

Equal Employment Opportunity

We strive toward Diversity, Equity, and Inclusion at Penn Foster Group by intentionally building teams that are diverse – in identities, lived experiences, and ideas to create a culture where people feel connected to each other and have a sense of belonging. We value diversity, equity, and inclusion because it is the foundation that enables us to achieve what we set out to do as an organization – from maximizing the number of learners who can reach their goals while giving them the kinds of experiences we want them to have, to becoming the type of company we want to work in.

What We Offer

• Medical
• Dental
• Vision
• Flexible spending
• Generous paid time off
• Sponsored volunteer opportunities
• 401K with a company match
• Free access to all of our online programs