Learner Success Advocate

Learner Success Advocate

Learner Success Advocates (LSAs) support learners at important moments in their educational journey through a combination of inbound support and proactive outreach.

In this role, you'll connect with learners by phone, help them navigate challenges, answer questions, encourage progress, and guide them toward successful program completion. This position is ideal for someone who enjoys helping others, communicates with empathy, and can stay organized in a fast-paced environment.

LSAs balance inbound learner support with outbound outreach campaigns designed to re-engage and encourage learners throughout their educational experience.

Compensation: $20/hour

Location & Schedule: This is a hybrid role based out of our Chandler, AZ office (3133 W. Frye Road)

Training Period: Three weeks of onsite training MondayFriday from 7:30 AM4:00 PM local time

Ongoing Schedule: Hybrid schedule with a minimum of two onsite days per week. Onsite days are typically TuesdayThursday based on team and business needs. Candidates must be available to work scheduled shifts between 6:00 AM5:00 PM local time following training. Reliable transportation required onsite days, and reliable internet connectivity are required for remote workdays

Key Responsibilities:

• Support learners and guardians through inbound phone interactions
• Conduct outbound outreach to encourage learner engagement and progress
• Help learners navigate challenges and connect them with appropriate resources
• Document learner interactions accurately across multiple systems
• Balance learner support, productivity expectations, and schedule adherence
• Collaborate with internal teams to support positive learner outcomes
• Adapt to changing priorities and learner needs in a fast-paced environment

Qualifications:

• High school diploma or equivalent required; Associate degree or higher preferred
• 13 years of customer service, call center, education, or other customer-facing experience preferred
• Strong communication and problem-solving skills
• Comfortable navigating multiple computer systems simultaneously, e.g. Microsoft Office applications, call center platforms, CRM systems, or chat tools
• Ability to remain professional and empathetic in challenging conversations
• Organized, dependable, and adaptable in a structured environment
• Previous outbound calling experience is a plus

Work Environment & Hiring Requirements:

• Role Assessment: Candidates will be required to complete a role-specific assessment as the first step in the hiring process. Assessment results will be used to evaluate alignment with the position and determine next steps in the process.
• Recorded Video Interviews: All video interviews conducted during the hiring process will be recorded to support internal hiring consistency and process improvement.
• Background Checks: Employment with Penn Foster Group is contingent upon successfully completing applicable pre-employment screening requirements, which may include verification of employment history, education, and criminal background, where permitted by law.
• Identity Verification (Form I-9): As part of our onboarding process, all hires must complete employment eligibility verification in compliance with federal law. This includes remote Form I-9 verification, which may require an in-person identity verification step with an authorized representative.
• On-Camera Work Environment: We operate in a highly collaborative, remote, on-camera culture when working remotely. Employees are expected to be on camera during meetings unless extenuating circumstances apply.

About Us: At Penn Foster Group, we are transforming online learning to help learners by uniting Penn Foster, CareerStep, Ashworth College, James Madison High School, the New York Institute of Photography, the New York Institute of Art and Design, and other education platforms. Together, we create an accelerated path to greater economic mobility through real-world skills and knowledge that enable them to achieve long-term success in the workplaces of the future. Our history dates back to 1890 when our founder, Thomas Foster, pioneered distance education by offering training by mail for coal miners to get the necessary skills for safer jobs. Today, with the partners who use our education and training programs, we continue that mission of providing accessible training and education for in-demand skills and are building a workforce that's prepared for the future job market.

Equal Employment Opportunity: We strive toward Diversity, Equity, and Inclusion at Penn Foster Group by intentionally building teams that are diverse in identities, lived experiences, and ideas to create a culture where people feel connected to each other and have a sense of belonging. We value diversity, equity, and inclusion because it is the foundation that enables us to achieve what we set out to do as an organization from maximizing the number of learners who can reach their goals while giving them the kinds of experiences we want them to have, to becoming the type of company we want to work in.

What We Offer: We offer a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, a 401K with a company match, plus free access to all of our online programs.