Advising Support Representative

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

📋 Description

• Craft an exceptional learning experience for students throughout their journey at Capella University.

• Offer support via phone and text to empower learners, providing necessary tools and resources while eliminating obstacles.

• Assist learners with academic inquiries and records from their first course to graduation and beyond.

• Keep learners informed about program milestones, supply resources, and encourage connections with coaches.

• Educate learners about self-service options and promote their independence.

• Respond to inquiries through various channels, including phone, voicemail, email, text, and casework.

• Address questions within the scope of the role and direct requests to academic coaches or other departments as necessary.

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

• Create, oversee, and resolve casework within the established service level agreements (SLA).

• Support outbound calling campaigns.

• Manage internal communications using Outlook, web-based meeting platforms, and Microsoft Teams.

• Maintain adherence to schedules and participate in team and individual meetings.

• Collaborate with coaches and departments to address learner requests effectively.

• Engage in coaching, training, meetings, and continuous resource evaluations.

• Develop expertise in university knowledge and advising processes.

• Mentor colleagues and exemplify SEI leadership behaviors.

• Identify and propose process enhancements.

• Assess priorities, make prompt decisions in uncertain situations, and complete project tasks accurately.

• Carry out additional duties as assigned.

⛳️ Requirements

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

• High school diploma is mandatory.

• Some college experience is preferred.

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

• Must be capable of lifting 25 lbs.

• Must be prepared to work over 40 hours per week as business needs dictate.

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

• Ability to manage complex customer resolution issues with a reasonable degree of independence.

• Proven track record of achieving and maintaining objectives and performance metrics.

• High level of accuracy and attention to detail is required.

• Strong organizational and prioritization skills.

• Proficient in technology, including Microsoft Office Suite, Salesforce, Peoplesoft CRM, and other educational software and internet applications.

• Ability to stay calm under pressure while maintaining a professional demeanor.

• Skills in relationship-building, customer service, and problem-solving.

• Demonstrates initiative and follow-through.

• Regular and reliable attendance is expected.

🏝️ Benefits

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

• Well-being incentives available.

• Parental leave offered.

• Paid time off provided.

• Observance of certain paid holidays.

• Tax-saving accounts (FSA, HSA) accessible.

• 401(k) retirement plan available.

• Employee Stock Purchase Plan included.

• Tuition assistance provided.

• Discounts for entertainment and retail.

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