Student Experience Support Specialist

Kaplan • Virtual FL, FL

23h • Remote

About The Position

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work. The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them. The Student Experience Support Specialist serves as a critical point of contact and a trusted advisor for students, delivering a high-touch, concierge-level service experience. This role is responsible for the seamless execution of national program initiatives and operational tasks, while providing dedicated support to all Florida real estate students. By acting as a central resource for inquiries and program coordination, the incumbent contributes to the organization’s mission of driving positive student outcomes and maintaining superior service standards across all national markets and specific regional portfolios.

Requirements

• Education: High School Diploma or GED.
• Experience: 1 year of relevant service experience, preferably in customer support or customer relations.
• Technical Skills: Proficiency in MS Office and Gmail; ability to learn and navigate internal IT and business systems.
• Soft Skills: Excellent written and verbal communication skills; strong focus on service excellence; ability to multitask and remain detail-oriented in a fast-paced environment; self-motivated with a calm and professional demeanor.
• Adaptability: Team player with the ability to adapt to changes in workload, systems, and organizational processes.

Nice To Haves

• Strong ability to multitask and prioritize tasks effectively while remaining detail-oriented.
• Self-motivated, positive, and friendly demeanor with the ability to remain professional in high-pressure situations.
• Demonstrated excellence in communication to transmit complex information accurately.
• Proven focus on service excellence initiatives and driving positive student outcomes.
• High level of adaptability to changes in workload, systems, and processes.

Responsibilities

• Deliver concierge-level support to students and stakeholders via phone, email, and chat to resolve inquiries and provide a premium service experience.
• Provide dedicated assistance to Florida real estate students, ensuring they meet specific state regulatory requirements and experience a seamless transition through their licensing programs.
• Manage student records and orders accurately within internal databases to ensure data integrity and the seamless delivery of educational materials and services.
• Coordinate national program initiatives by executing specific campaign tasks and special projects that align with organizational growth with both client and student success goals.
• Identify and escalate complex issues to the appropriate internal teams or leadership to ensure timely resolution of student concerns and maintain high satisfaction levels.
• Advise students on program requirements and product lines using in-depth subject matter knowledge to guide them through their educational journey.
• Utilize internal IT and business systems to track interactions and process service requests, ensuring all administrative tasks are completed with high attention to detail.
• Collaborate with cross-functional teams to provide feedback on student experiences and suggest improvements for national program workflows and service protocols.
• Maintain professional communication standards in all interactions, ensuring information is transmitted accurately and understandably to a diverse student population.

Benefits

• Remote work provides a flexible work/life balance
• Our Gift of{"type":"object","properties":{"body":{"type":"object","properties":{"title":{"type":"string","description":"The distinct job title for the role being hired as written, but without any extra details and qualifiers like shift or location or resources, etc."},"about_the_position":{"type":"string","description":"A comprehensive and detailed job description extracted from the provided job posting. This field should include multiple paragraphs if necessary."},"responsibilities":{"type":"array","description":"A list of main responsibilities associated with the job, with each responsibility as a separate entry. If not mentioned then an empty array.","items":{"type":"string"}},"requirements":{"type":"array","description":"A list of required experience and skills for the job, with each requirement as a separate entry. 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What This Job Offers

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