Advising Support Representative

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.

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 ability to interact effectively with senior management levels. Ability to handle complex customer resolution issues, applying information and policies and assessment of unique circumstances;

and resolving with a reasonable level of autonomy.

Displayed success in achieving and sustaining objectives and performance metrics. Ability to maintain a high degree of accuracy and attention to detail. Organizational skills—ability to prioritize, manage multiple demands, and present information in a clear and concise manner.

Strong technological skills and aptitude. Includes skills in the Microsoft Office Suite, applied expertise accessing the internet or systems-based information, such as Salesforce, Peoplesoft CRM, and other education-related software and internet applications.

Demonstrated ability to remain calm under pressure and maintain a professional demeanor. Excellent relationship-building, customer service, and problem-solving skills. Exhibits a high degree of initiative and follow-through.

1+ years of experience working in a professional setting leveraging strong written and verbal communication in addition to solid customer service skills.

High school diploma required. Some college experience is preferred.

Must be able to travel up to 10% of the time. Must be able to lift 25 lbs. Typical office setting. Mobility within the office including movement from floor to floor. Travel via plane, car, and metro may be required to perform this job. Must be able to work more than 40 hours per week when business needs a warrant. Access information using a computer.

Effectively communicate, both up and down the management chain. Effectively cope with stressful situations. Strong mental acuity. Regular, dependable attendance and punctuality are essential functions of this job. Other essential functions and marginal job functions are subject to modification.

SEI offers a comprehensive package of benefits to employees scheduled 30 hours or more per week. In addition to medical, dental, vision, life and disability plans, SEI employees may take advantage of well-being incentives, parental leave, paid time off, certain paid holidays, tax…