Advising Support Representative

The Advising Support Representative is responsible for creating a high-quality experience for learners throughout their experience at Capella University. Through phone and text support, they empower learners to think proactively about their program, equip them with the necessary tools and resources to be successful, and assist in removing roadblocks. These interactions will require extensive knowledge relating to all university policies, programs, academic plans, financing including financial aid and billing, and general questions about the university.

Since this role works with learners in all programs, degree levels, and learning formats, it requires extensive university knowledge and familiarity with university and team-specific resources. Strong critical thinking and decision-making skills are essential to evaluate and triage ambiguous or complex learner situations.

The role will meet established objectives for phone and schedule metrics. As business needs dictate, individuals in this role may be trained on similar types of functions to support other teams within the department.

Essential Duties & Responsibilities:

Learner Support Supports learner requests regarding academics and learner records from the first course through graduation and beyond.

Provides learners with an exceptional service experience, leaving a lasting, positive impression of academic advising and Capella University.

Proactively informs learners of important milestones in their programs and provides resources and promotes coach connection to streamline the experience.

Educates learners about self-service resources and encourages users to build greater learner independence and self-sufficiency.

Responds to learners via a wide variety of communication channels and systems, including phone, voicemail, email, text, and casework.

Answers questions in alignment with role boundaries and triage requests as needed to academic coaches or other departments.

Effectively uses resources, Salesforce/Campus Solutions System, Academic Plans, InContact, SharePoint, Pinnacle, Schedule Once scheduling tool, and MS Office to manage learner data, perform tasks, document interactions, and answer questions.

Creates, manages, and resolves casework efficiently, staying within the assigned service level agreement (SLA).Supports outbound call campaign efforts according to the needs of the organization.

Internal Engagement and Support Effectively manages and engages in internal communication channels, including Outlook, web-based meeting platforms, and Microsoft Teams.

Demonstrates skillful time management and schedule adherence related to daily/weekly schedules.

Thinks proactively about schedule and plans time off to reduce impact to team and learners.

Partners with coaches and other departments as needed to resolve learner requests.

Actively prepares for and engages in one-to-one meetings with the direct leader.

Actively engages in weekly team meetings, sharing workflow observations, challenges, and ideas.

Develops strong business acumen that supports effective decision-making and alignment with the best interests of the learner and the company.

Training and Development Engages in coaching sessions with your leader to review metrics and do quality reviews of your work.

Participates in team/department/company training and meetings to develop your knowledge base.

Consistently reviews internal and external resources, updates, and company communications to ensure functional knowledge is current.

Develops Subject Matter Expertise in the area(s) of product/university knowledge for advising related processes.

Helps to encourage and mentor other employees to grow within the role.

Seeks to understand and demonstrate SEI’s leadership behaviors.

Process Improvement and Project Support Drives new ideas and ways of doing things by identifying, communicating, and making recommendations for improvement to existing processes/ procedures, keeping the learner experience top of mind.

Effectively evaluates priority by considering day-to-day needs and the big picture to complete the right tasks.

Makes timely decisions in the face of ambiguity.

Works on project assignments with diligence and accuracy until completion.

Other duties as assigned

Job

Skills:

Demonstrates integrity and demands high standards for themselves and their team.

Punctuality and effective time management skills.

Ability to adhere to and follow a set daily/weekly schedule.

Excellent active listening, verbal, and written communication skills with the…