Advising Support Representative Jobs

The Advising Support Representative is responsible for creating a high-quality experience for learners throughout their experience at Capella University. Through phone and text support, they empower learners to think proactively about their program, equip them with the necessary tools and resources to be successful, and assist in removing roadblocks. These interactions will require extensive knowledge relating to all university policies, programs, academic plans, financing including financial aid and billing, and general questions about the university.

Since this role works with learners in all programs, degree levels, and learning formats, it requires extensive university knowledge and familiarity with university and team-specific resources. Strong critical thinking and decision-making skills are essential to evaluate and triage ambiguous or complex learner situations.

The role will meet established objectives for phone and schedule metrics. As business needs dictate, individuals in this role may be trained on similar types of functions to support other teams within the department.

This position is offered as remote or hybrid (some in office days required). This status will depend on where you are located in regards to our headquarters in Minneapolis, MN.

The Advising Support Representative will 4 days a week 9am to 6pm CST and 1 day a week 11am to 8pm CST. There will be some Saturday shifts required through out the year. Please be aware of any time zone difference

Essential Duties

Learner Support

• Proactively informs learners of important milestones in their programs and provides resources and promotes coach connection to streamline the experience
• Responds to learners via a wide variety of communication channels and systems, including phone, voicemail, email, text, and casework.
• Educates learners about self-service resources and encourage use to build greater learner independence and self-sufficiency.
• Creates, manages, and resolves casework efficiently, staying within the assigned service level agreement (SLA)
• Answers questions in alignment with role boundaries and triage requests as needed to academic coaches or other departments.
• Supports outbound call campaign efforts according to the needs of the organization.
• Supports learner requests regarding academics and learner records from first course through graduation and beyond.
• Effectively uses resources, Salesforce/Campus Solutions System, Academic Plans, InContact, SharePoint, Pinnacle, ScheduleOnce scheduling tool, and MS Office to manage learner data, perform tasks, document interactions, and answer questions.
• Provides learners with an exceptional service experience, leaving a lasting, positive impression of academic advising and Capella University.

Internal Engagement and Support

• Demonstrates skillful time management and schedule adherence related to daily/weekly schedules
• Develops strong business acumen that supports effective decision making and alignment with the best interests of the learner and the company.
• Effectively manages and engages in internal communication channels, including Outlook, web-based meeting platforms, and Microsoft Teams.
• Actively prepares for and engages in one-to-one meetings with direct leader
• Partners with coaches and other departments as needed to resolve learner requests.
• Actively engages in weekly team meetings, sharing workflow observations, challenges, and ideas.
• Thinks proactively about schedule and plans time off to reduce impact to team and learners.

Training and Development

• Develops Subject Matter Expertise in area(s) of product/university knowledge for advising related processes.
• Helps to encourage and mentor other employees to grow within the role
• Seeks to understand and demonstrate SEI’s leadership behaviors
• Engages in coaching sessions with your leader to review metrics and do quality reviews of your work.
• Consistently reviews internal and external resources, updates, and company communications to ensure functional knowledge is current.
• Participates in team/department/company trainings and meetings to develop your knowledge base

Process Improvement and Project Support

• Makes timely decisions in the face of ambiguity
• Other duties as assigned
• Works on project assignments with diligence and accuracy until completion.
• Effectively evaluates priority by considering day-to-day needs and the big picture to complete the right tasks.
• Drives new ideas and ways of doing things by identifying, communicating, and making recommendations for improvement to existing processes/ procedures, keeping the learner experience top of mind.

Job Skills

• Ability to maintain a high degree of accuracy and attention to detail
• Strong technological skills and aptitude. Includes skills in the Microsoft Office Suite, applied expertise accessing internet or systems-based information, such as Salesforce, Peoplesoft CRM, and other education related software and internet applications.
• Demonstrates integrity and demands high standards for themselves and their team
• Ability to handle complex customer resolution issues, applying information and policies and assessment of unique circumstances; and resolving with a reasonable level of autonomy
• Ability to adhere to and follow a set daily/weekly schedule
• Organizational skills—ability to prioritize, manage multiple demands and present information in a clear and concise manner
• Punctuality and effective time management skills
• Excellent relationship-building, customer service, and problem-solving skills.
• Exhibits high degree of initiative and follow-through.
• Displayed success in achieving and sustaining objectives and performance metrics
• Excellent active listening, verbal, and written communication skills with ability to interact effectively with senior management levels.
• Demonstrated ability to remain calm under pressure and maintain a professional demeanor.

Work Experience

• 1+ years of experience working in a professional setting leveraging strong written and verbal communication in addition to solid customer service skills.

Education

• High school diploma required. Some college experience preferred.

Other

• Effectively communicate, both up and down the management chain.
• Mobility within the office including movement from floor to floor.
• Typical office setting.
• Access information using a computer.
• Effectively cope with stressful situations
• Other essential functions and marginal job functions are subject to modification.
• Travel via plane, car, and metro may be required to perform this job.
• Strong mental acuity
• Must be able to travel up to 10% of time.
• Regular, dependable attendance and punctuality are essential functions of this job.
• Must be able to work more than 40 hours per week when business needs warrant
• Must be able to lift 25 lbs.

If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department at [email protected].