Advising Support Representative

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

📋 Description

• Assist learners with inquiries related to academics and learner records from their initial course through graduation and beyond.

• Deliver outstanding service experiences for learners at Capella University.

• Actively inform learners about program milestones, available resources, and connections with coaches.

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

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

• Address questions within role boundaries and redirect requests to academic coaches or other departments as necessary.

• Utilize Salesforce/Campus Solutions System, Academic Plans, InContact, SharePoint, Pinnacle, ScheduleOnce, and MS Office to manage data, execute tasks, document interactions, and respond to inquiries.

• Create, oversee, and resolve casework within assigned service level agreements (SLAs).

• Support outbound call initiatives.

• Manage internal communication channels, including Outlook, web-based meeting platforms, and Microsoft Teams.

• Ensure effective time management and adhere to scheduling requirements.

• Collaborate with coaches and departments to address learner requests.

• Engage in one-on-one meetings, weekly team discussions, coaching sessions, training, and quality evaluations.

• Cultivate subject matter expertise in university and advising processes.

• Encourage and mentor fellow employees.

• Identify and propose process enhancements.

• Assess priorities, make timely decisions in uncertain situations, and fulfill project assignments.

• Carry out other assigned responsibilities.

⛳️ Requirements

• Minimum of 1 year of experience in a professional environment, demonstrating strong written and verbal communication and solid customer service capabilities.

• High school diploma is mandatory.

• Some college experience is desirable.

• Must be willing to travel up to 10% of the time.

• Ability to lift up to 25 lbs.

• Willingness to work more than 40 hours per week when business needs require it.

• Excellent written, verbal, and active listening skills.

• Capable of managing complex customer resolution issues with a reasonable degree of autonomy.

• Ability to achieve and maintain objectives and performance metrics.

• High level of accuracy and attention to detail.

• Strong organizational skills and ability to prioritize tasks effectively.

• Proficient technological skills, including proficiency in Microsoft Office Suite, Salesforce, PeopleSoft CRM, and other educational software and internet applications.

• Ability to stay composed under pressure and maintain a professional demeanor.

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

• Regular, reliable attendance and punctuality are essential.

🏝️ Benefits

• Comprehensive medical, dental, vision, life, and disability insurance plans.

• Well-being incentives.

• Parental leave policies.

• Paid time off.

• Designated paid holidays.

• Tax-saving accounts (FSA, HSA).

• 401(k) retirement plan.

• Employee Stock Purchase Plan.

• Tuition assistance programs.

• Discounts on entertainment and retail.

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