Student Support Specialist

About the Role

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

Work Schedule & Location

• In-Office role in Abilene, TX
• 8am - 5pm
• Monday - Friday; no weekends
• Full Time; 40 hours per week

Benefits

• 401(k)
• Paid time off
• Professional development assistance