Student Support Specialist

Western Governors University • Salt Lake, UT

3d • Onsite

About The Position

The Student Support Specialist plays a vital role in enhancing the educational experience by researching and resolving inquiries and concerns from students and staff in assigned areas. This position collaborates cross-functionally to address questions related to Student Support Services, ensuring timely and accurate information dissemination. Additionally, the specialist identifies opportunities for process improvement, makes actionable recommendations, and actively participates in solution-focused initiatives aimed at enhancing service delivery and overall support for the student community.

Requirements

• High School diploma or equivalent
• 1+ years of customer service or contact center experience
• Strong verbal, written, and presentation communication skills.
• Professional demeanor.
• Detail-oriented with strong multitasking capabilities.
• Strong problem-solving and critical thinking skills.

Nice To Haves

• Associate’s degree
• 2+ years of Student Support experience

Responsibilities

• Provides tailored assistance to students and staff across varying skill levels.
• Manages student inquiries through a high-volume phone queue, as well as email and other communication channels.
• Resolves concerns using internal systems such as Salesforce and Genesys.
• Collaborates with internal teams and escalates complex cases when necessary.
• Logs and documents interactions accurately.

Benefits

• medical, dental, vision, telehealth and mental healthcare
• health savings account and flexible spending account
• basic and voluntary life insurance
• disability coverage
• accident, critical illness and hospital indemnity supplemental coverages
• legal and identity theft coverage
• retirement savings plan
• wellbeing program
• discounted WGU tuition
• flexible paid time off for rest and relaxation with no need for accrual
• flexible paid sick time with no need for accrual
• 11 paid holidays
• other paid leaves, including up to 12 weeks of parental leave

What This Job Offers

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