Job description
Position Summary:
Under the direction of the Assistant Supervisor/Supervisor/Manager of SCS and Director of Student Affairs, maintains a high level of customer service to both internal and external clients for all issues surrounding student support. The Student Services Advocate is responsible for handling all student support requests. These requests are submitted through email, phone and chat with the primary focus on maintaining a high-level of customer satisfaction and providing consistent, factual information. The Student Services Advocate is responsible for communicating and maintaining National University policies and SCS departmental procedures for all student support.
Essential Functions:
- Responding to questions - Answers and responds to phone, e-mail and e-chat questions from students. Resolves problems and handles students that have challenging issues which may need to be escalated.
- Implement conflict resolution strategies designed to improve the overall student experience and follow up to report solutions.
- Documentation of communication - The Student Services Advocate is responsible for accurately documenting all communication used to resolve a student’s request. This includes accurately tracking interactions, documenting pertinent information in phone calls, chats and all e-mails into the student interaction field. All communication between a student and a representative of their school is part of their academic record and this documentation is subject to audit by SCS management. All documentation must be clear, concise, and accurately follow department and policy guidelines.
- Technology- Creates and places communications in management queue or other functional areas for customer issues that require expert knowledge for resolution. Uses appropriate applications or other deemed software; SOAR (PeopleSoft) to accurately identify and update student contact information.
- Tier 2 Follow-up - Escalated or Special Consult matters must be reviewed for possible follow-up on a daily basis until a resolution is found. This is an important criterion in meeting department Service Level Agreements (SLA).
- Retention - Participates in proactive, retention-based efforts by working closely with the retention team to support student program persistence. This can include, but is not limited to, inbound/outbound communications via email, phone, chat or other conventions. The Student Services Advocate is responsible for providing students with support to remain in good standing.
- Feedback - The Student Services Advocate is responsible for providing feedback to the management team of SCS, in regards to new trends or escalated concerns. For example, if there is a sudden increase in the amount of calls related to a specific subject, this may be indicative of an issue that may adversely impact students or NU departments must be immediately addressed.
Supervisory Responsibilities: NA
Requirements:
Education & Experience
- Bachelor’s degree or equivalent experience in related field including: communications, business management, English and psychology preferred.
- Minimum of two (2) years of experience in customer service required.
- Preferred prior experience in a call center; prior experience working in one (1) or more of the following areas in a college or university setting: information technology, on-line learning, financial aid, student registration office, student complaints, student accounts, and admissions.
Technical / Functional Skills
- Must be detail oriented.
- Computer literate, including effective use of Microsoft Office.
- Articulate telephonic communication.
- Excellent problem solving and conflict resolution skills.
Competencies
- Ability to work independently.
- Flexible and dependable.
- Excellent verbal and written communication skills.
- Team focused interaction.
- Experience working in a college or university setting preferred.
Travel: none required
Candidate receiving offers will be offered a salary/pay rate commensurate with experience that vary based on a candidate’s qualifications, skills, and competencies. Absent exceptional circumstances, candidates will be offered a salary within this range for this position. The minimum salary will be offered based on the minimum exemption threshold based on state of residency. Base pay is one component of National University’s total rewards package, as we are dedicated to supporting the needs of the “whole you” with our holistic approach to employee benefits by offering comprehensive well-being benefits for you and your family. For full details about our benefit plan offerings, please visit
benefits.nu.edu
. For Part-time benefits, please click
here
.
Compensation Range:
: $0.00 - $0.00
National University is committed to maintaining a high-quality, diverse workforce representative of the populations we serve. National University employs more than 5,000 faculty and staff and serves over 41,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents while experiencing a sense of community and a commitment to diversity. With programs available both online and at our many campus locations, National University is a leader in creating innovative solutions to education and meeting the needs of our diverse student population, including adult learners and working professionals.
National University offers an opportunity to work in an innovative environment that supports diversity.
National University (NU) is proud to be an equal opportunity employer and does not unlawfully discriminate against any employee or applicant for employee per applicable federal, state and local laws. At NU, a diverse mix of highly talented, innovative and creative people come together to make the impact of a lifetime for each of our student learners. All qualified applicants will receive equal consideration for employment, education, and admission at National University. We are focused on equality and believe deeply in diversity of race, color, ancestry, age, family care status, veteran status, marital status, creed, religion, sex, gender, sexual orientation, religion, ethnicity, national origin, and other legally protected group status.
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