Student Support Specialist

Western Governors University; United States; Remote; USD 60,004,000 - 87,194,000; Full time

Job summary

Western Governors University is seeking a Student Support Specialist to enhance the educational experience by researching and resolving inquiries from students and staff in assigned areas. This role collaborates cross-functionally to provide timely, accurate information and identifies opportunities for process improvements.

You will handle inquiries via email, phone, and other channels, use Salesforce and Genesys, and work with internal teams to escalate complex cases.

Qualifications

• Education: High School diploma or equivalent.
• Experience: 1+ years of customer service or contact center experience.
• Experience in lieu of education may substitute for degree requirements.

Responsibilities

• Provides tailored assistance to students and staff across varying skill levels.
• Manages student inquiries via email, phone, and other channels.
• Resolves concerns using Salesforce and Genesys.
• Collaborates with internal teams and escalates complex cases when necessary.
• Logs and documents interactions accurately.

Skills

Verbal communication

Written communication

Presentation skills

Professional demeanor

Detail oriented

Multitasking

Problem solving

Critical thinking

Customer service experience

Education

High school diploma or equivalent

Associate’s degree

Tools

Salesforce

Genesys

Job description

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career. Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is: Grade: Services 205 Pay Range: $20.96 - $30.43

Job Description

The Student Support Specialist plays a vital role in enhancing the educational experience by researching and resolving inquiries and concerns from students and staff in assigned areas. This position collaborates cross-functionally to address questions related to Student Support Services, ensuring timely and accurate information dissemination. Additionally, the specialist identifies opportunities for process improvement, makes actionable recommendations, and actively participates in solution-focused initiatives aimed at enhancing service delivery and overall support for the student community.

What You’ll Do:

• Provides tailored assistance to students and staff across varying skill levels.
• Manages student inquiries via email, phone, and other channels.
• Resolves concerns using internal systems such as Salesforce and Genesys.
• Collaborates with internal teams and escalates complex cases when necessary.
• Logs and documents interactions accurately.

This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities. The contents of this document or related job requirements may change at any time with or without notice.

Work Schedule/Environment

Schedule: Monday through Friday, 8:00 AM – 5:00 PM Mountain Time.
Environment: This is a home office role centered on live support. You will spend your day managing real-time interactions through a phone queue and responding to email cases.

Knowledge, Skills, and Abilities You’ll Need to Be Successful

• Strong verbal, written, and presentation communication skills.
• Professional demeanor.
• Detail-oriented with strong multitasking capabilities.
• Strong problem-solving and critical thinking skills.

What you’ll Bring (Minimum Requirements)

Education: High School diploma or equivalent

Experience: 1+ years of customer service or contact center experience

Experience in lieu of education: Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.

Bonus Points For (Preferred Qualifications)

• Associate’s degree
• 2+ years of Student Support experience
• Previous experience with a contact center

Visa Sponsorship

While we welcome applicants from all backgrounds, WGU is not able to provide visa sponsorship for this role.

Travel

This position requires occasional travel of up to 20%, including required attendance at designated company summits (typically one to two per year). Additional travel may include conferences, visits to company locations, and other business-related events as needed. Additional travel may be assigned as needed to support business requirements.

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

Accommodations

Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at [e-mail].

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.

About WGU

In 1997, a coalition of 19 U.S. governors founded Western Governors University with a singular vision: to make higher education more accessible by offering full degree programs online. Starting small, we quickly expanded. Today, we’re one of the largest accredited online universities in the U.S.

Learn More

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