Advising Support Representative-4

Capella University

7d•$17 - $25

About The Position

The Advising Support Representative creates a high-quality experience for Capella University learners throughout their university experience. Through phone, text, and other communication channels, the representative helps learners plan proactively, access tools and resources, and address roadblocks. The role requires broad knowledge of university policies, programs, academic plans, financing (including financial aid and billing), and general university information, along with the ability to evaluate and triage complex or ambiguous situations. The representative meets established phone and schedule metrics and may be trained to support similar functions on other department teams as business needs dictate. The representative supports learners from their first course through graduation and beyond, providing guidance on academic and learner-record requests, promoting self-service and learner independence, and coordinating with academic coaches and other departments. The role also involves managing casework within service-level agreements, maintaining accurate learner records and documentation, participating in internal communications and meetings, ongoing training and development, and contributing to process improvements and project work.

Requirements

At least 1 year of professional-setting experience using strong written and verbal communication and customer-service skills.
High school diploma.
Excellent active listening, verbal, and written communication skills, including the ability to interact effectively with senior management.
Ability to handle complex customer-resolution issues by applying information and policies, assessing individual circumstances, and resolving cases with reasonable autonomy.
Demonstrated success achieving and sustaining objectives and performance metrics.
High accuracy and attention to detail.
Strong organizational skills, including prioritizing, managing multiple demands, and presenting information clearly and concisely.
Strong technological aptitude, including Microsoft Office and the ability to access internet- or systems-based information such as Salesforce, Peoplesoft CRM, and other education-related software and applications.
Ability to remain calm under pressure and maintain a professional demeanor.
Strong relationship-building, customer-service, and problem-solving skills.
Initiative and follow-through.
Integrity and commitment to high standards.
Punctuality, effective time management, and ability to follow a set daily and weekly schedule.
Ability to travel up to 10% of the time.
Ability to lift 25 pounds and move within the office, including between floors.
Ability to work more than 40 hours per week when business needs warrant.
Ability to access information using a computer, communicate effectively throughout the management chain, cope with stressful situations, and maintain strong mental acuity.
Regular, dependable attendance and punctuality.

Nice To Haves

Some college experience.

Responsibilities

Support learner requests regarding academics and learner records from the first course through graduation and beyond.
Provide exceptional service and a positive experience of academic advising and Capella University.
Inform learners about program milestones, provide resources, and promote connections with coaches.
Educate learners about self-service resources and encourage independence and self-sufficiency.
Respond to learners through phone, voicemail, email, text, and casework systems.
Answer questions within role boundaries and triage requests to academic coaches or other departments as needed.
Use university resources and systems to manage learner data, perform tasks, document interactions, and answer questions.
Create, manage, and resolve casework efficiently within assigned service-level agreements.
Support outbound call campaigns as organizational needs require.
Manage internal communication channels and adhere to daily and weekly schedules.
Plan time off proactively to reduce impact on the team and learners.
Partner with coaches and other departments to resolve learner requests.
Prepare for and participate in one-to-one meetings with the direct leader and weekly team meetings.
Develop business acumen to support sound decisions in the interests of learners and the company.
Participate in coaching sessions, quality reviews, and team, department, and company training and meetings.
Keep functional knowledge current by reviewing internal and external resources, updates, and company communications.
Develop subject matter expertise in advising-related product, university knowledge, and processes.
Encourage and mentor other employees and demonstrate SEI leadership behaviors.
Identify, communicate, and recommend improvements to processes and procedures, keeping the learner experience in mind.
Prioritize work by balancing daily needs and broader objectives, make timely decisions amid ambiguity, and complete project assignments diligently and accurately.
Perform other duties as assigned.