Student Support Specialists play a vital role in supporting students throughout their educational journey. In this role, you’ll serve as a champion for student success, deliver exceptional customer service through inbound and outbound interactions, and encourage and motivate students in their online education journey. You'll also have the opportunity to make a difference by serving first responders across Texas.
Your success in this role will require a positive attitude, team-orientation, ability to provide exceptional customer service, and strong computer and problem-solving skills.
What You'll Do
Provide customer service to students through a combination of incoming and outgoing phone calls, emails, and SMS messages
Document interactions with students in our customer relationship management system
Provide students with information institutional policies and procedures
Build connections, create action plans, motivate, and resolve student issues
Monitor student accounts and regularly evaluate course progress
Identify possible academic and success obstacles, and work with students to overcome them
Effectively leverage data and systems to track accurate enrollment, persistence and graduation information
Create specific action plans to remove roadblocks and/or resolve student concerns to support their success
Recommend changes to institutional policies and procedures to continuously improve the student experience
Establish and maintain professional working relationships across internal departments to ensure students benefit from a variety of professional knowledge and perspectives
Perform other duties as assigned or needed
Qualifications
Prior experience in an office-based work setting
Prior experience in a customer service environment
You are a strong team-player with a positive, can-do attitude
You are a self-starter, manage your time efficiently, and have the ability to work independently while prioritizing your work
You are generally tech-savvy and have the ability to use Microsoft Office suite (Outlook, Word, Excel), internet applications, and customer database software (training provided)
You thrive in a fast-paced environment with a high volume of phone calls