Specialist I, Learner Navigation

NIGHTINGALE EDUCATION LLC SOLE MB • Salt Lake City, UT

1d • Onsite

About The Position

The Specialist I, Learner Navigation responds to and resolves learner needs as the first point of contact upon outreach from learners. The incumbent supports learners in finding the appropriate contact and resources to address individual needs and concerns to support programmatic outcomes. Answers phone calls, emails, and chats with the highest level of professionalism and care, ensures follow-up and resolution or escalation of learner concerns, maintains a basic knowledge of all College services, and performs soft transfers as needed. Uncovers patterns of concerns and escalates them to the appropriate party. Assists with the resolution of concerns raised in learner satisfaction surveys. Works with learners in accordance with the policies outlined in the College Catalog. Participates in the successful implementation of other functional projects as they arise. Provides learner support during live chats in FreshChat and responds to inquiries and concerns in a timely manner. Assists with additional texting and calling outreach to learners as needed.

Requirements

• A high school diploma is required.
• Demonstrated proficiency in Microsoft Office is required.

Nice To Haves

• Some college from an accredited institution is preferred.
• Prior experience in higher education is preferred.

Responsibilities

• Respond to and resolve learner needs as the first point of contact upon outreach from learners.
• Support learners in finding the appropriate contact and resources to address individual needs and concerns to support programmatic outcomes.
• Answer phone calls, emails, and chats with the highest level of professionalism and care.
• Ensure follow-up and resolution or escalation of learner concerns.
• Maintain a basic knowledge of all College services and perform soft transfers as needed.
• Uncover patterns of concerns and escalate them to the appropriate party.
• Assist with the resolution of concerns raised in learner satisfaction surveys.
• Work with learners in accordance with the policies outlined in the College Catalog.
• Participate in the successful implementation of other functional projects as they arise.
• Provide learner support during live chats in FreshChat and respond to inquiries and concerns in a timely manner.
• Assist with additional texting and calling outreach to learners as needed.
• Respond to 100% of learner phone calls, emails, and chats within 24 business hours with professionalism and care.
• Resolve or escalate 95% of learner inquiries to the appropriate party within 48 hours.
• Maintain accurate documentation of all learner interactions in the system within 24 hours.
• Monitor FreshChat and maintain an average response time under 10 minutes during assigned shifts.
• Identify and escalate recurring learner concerns or patterns to the appropriate team or supervisor.
• Contribute to the resolution of at least 90% of concerns raised through learner satisfaction surveys.
• Participate in at least one functional project or initiative per semester.
• Maintain up-to-date knowledge of College services and policies to ensure accurate information and soft transfers.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED