Student Support Representative

This is a fully remote position, open to applicants in Virginia, +1 more state.

📋 Description

• Deliver prompt, continuous, and effective information and problem-solving assistance to students through phone, email, or online chat.

• Ensure the confidentiality of student accounts by adhering to FERPA regulations.

• Create strategies for conflict resolution and effective communication.

• Utilize CRM and various software applications within the Student Support Center.

• Address standard and escalated customer issues with professionalism and efficiency.

• Foster constructive working relationships with Financial Aid, Fulfillment, Military Assistance, Student Services, Marketing, Admissions, and other departments.

• Achieve or surpass performance targets set by the AVP of Customer Service Operations and Student Communication.

• Keep a tidy and professional workspace.

• Follow assigned schedules, which may include evening and weekend shifts.

• Support team members with special projects.

• Undertake other assigned responsibilities.

• Provide comprehensive solutions for tier-one student inquiries and direct students to the relevant departments for further assistance.

⛳️ Requirements

• Exceptional verbal and written communication abilities.

• Quick learner capable of thriving in a dynamic team environment.

• Strong organizational skills and the ability to operate under tight deadlines.

• Proficient problem-solving capabilities.

• Ability to work effectively with minimal supervision.

• Skill in crafting well-structured, informative, and impactful emails and written communications.

• Active listening capabilities.

• Competence in setting goals, prioritizing tasks, meeting deadlines, and managing time efficiently.

• Ability to collaborate with and support colleagues.

• Capacity to handle escalated issues with composure and appropriateness.

• Familiarity with departmental software applications, including CRM systems.

• Skill in building rapport with students and delivering timely, accurate information.

• Ability to research solutions and understand referral processes and procedures.

• Proven understanding of FERPA guidelines and internal privacy policies for students and employees.

• Capability to comprehend and adhere to professional standards and APUS procedures.

• Ability to articulate the university's history, mission, goals, organization, policies, accreditation, procedures, programs, and student funding sources.

• Competence in comparing the university with its major competitors.

• Ability to extract and analyze data from reports.

• High-speed internet connection and a dedicated workspace within the residence is required.

• Ability to work remotely as directed by management.

🏝️ Benefits

• Equal opportunity employment policy.

• Remote work arrangement.

• Telecommuting capability.

• Pay transparency information available upon request for eligible residents.