Advising Support Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop a superior experience for learners at Capella University throughout their educational journey.

• Deliver support via phone and text, proactively assisting learners in program planning and overcoming challenges.

• Address learner inquiries related to academics and records from their first course through graduation and beyond.

• Keep learners informed about program milestones, available resources, and connections to coaching.

• Educate learners on self-service resources to foster their independence.

• Communicate through phone, voicemail, email, text, and casework systems.

• Respond to inquiries within role boundaries and triage requests to academic coaches or other departments as needed.

• Utilize Salesforce/Campus Solutions System, Academic Plans, InContact, SharePoint, Pinnacle, ScheduleOnce, and MS Office for data management, task execution, documentation of interactions, and answering questions.

• Create, manage, and resolve casework within designated service level agreements.

• Support outbound calling initiatives.

• Handle internal communications and ensure adherence to scheduling commitments.

• Collaborate with coaches and departments to address learner requests.

• Engage in meetings, coaching sessions, training, and development activities.

• Cultivate expertise in university knowledge and advising processes.

• Mentor colleagues and exemplify SEI leadership behaviors.

• Identify and propose enhancements to processes.

• Complete project assignments with accuracy and diligence.

• Perform additional duties as assigned.

⛳️ Requirements

• A minimum of 1 year of experience in a professional environment, demonstrating strong written and verbal communication as well as customer service skills.

• High school diploma is a must.

• Some college experience is preferred.

• Willingness to travel up to 10% of the time is required.

• Ability to lift up to 25 lbs.

• Availability to work over 40 hours per week when business needs require.

• Exceptional active listening, verbal, and written communication skills.

• Capability to manage complex customer resolution issues with reasonable independence.

• Proven success in achieving and maintaining objectives and performance metrics.

• Strong accuracy and attention to detail.

• Excellent organizational and prioritization abilities.

• Proficient technological skills and aptitude.

• Familiarity with Microsoft Office Suite, Salesforce, Peoplesoft CRM, and other education-related software and internet applications.

• Ability to maintain composure under pressure and uphold a professional demeanor.

• Strong customer service, relationship-building, and problem-solving abilities.

• Demonstrated initiative and follow-through.

• Reliable attendance and punctuality are essential.

🏝️ Benefits

• Medical, dental, vision, life, and disability insurance plans.

• Well-being incentives.

• Parental leave benefits.

• Paid time off.

• Designated paid holidays.

• Tax-saving accounts (FSA, HSA).

• 401(k) retirement benefits.

• Employee Stock Purchase Plan.

• Tuition assistance programs.

• Discounts on entertainment and retail.

• Overtime pay eligibility for non-exempt employees, if applicable.