About the Role
Student Support Specialists play a vital role in supporting students throughout their educational journey. In this role, you’ll serve as a champion for student success, deliver exceptional customer service through inbound and outbound interactions, and encourage and motivate students in their online education journey. You'll also have the opportunity to make a difference by serving first responders across Texas.
Your success in this role will require a positive attitude, team-orientation, ability to provide exceptional customer service, and strong computer and problem-solving skills.
What You'll Do
- Provide customer service to students through a combination of incoming and outgoing phone calls, emails, and SMS messages
- Document interactions with students in our customer relationship management system
- Provide students with information institutional policies and procedures
- Build connections, create action plans, motivate, and resolve student issues
- Monitor student accounts and regularly evaluate course progress
- Identify possible academic and success obstacles, and work with students to overcome them
- Effectively leverage data and systems to track accurate enrollment, persistence and graduation information
- Create specific action plans to remove roadblocks and/or resolve student concerns to support their success
- Recommend changes to institutional policies and procedures to continuously improve the student experience
- Establish and maintain professional working relationships across internal departments to ensure students benefit from a variety of professional knowledge and perspectives
- Perform other duties as assigned or needed
Qualifications
- Prior experience in an office-based work setting
- Prior experience in a customer service environment
- You are a strong team-player with a positive, can-do attitude
- You are a self-starter, manage your time efficiently, and have the ability to work independently while prioritizing your work
- You are generally tech-savvy and have the ability to use Microsoft Office suite (Outlook, Word, Excel), internet applications, and customer database software (training provided)
- You thrive in a fast-paced environment with a high volume of phone calls
Work Schedule & Location
- In-Office role in Abilene, TX
- 8am - 5pm
- Monday - Friday; no weekends
- Full Time; 40 hours per week
Benefits
- 401(k)
- Paid time off
- Professional development assistance