Student Services Representative

Job ID
2021-117498
Location
US-IL-Chicago
Institution
Becker Professional Education
Department
Student Services
Employment Type
Regular Full-Time
FLSA Status
U.S. - Non-Exempt

Opportunity at a Glance

This role is responsible for promoting student success through accurate and responsive advisement in service-related or sales areas, providing support and advocacy as needed for students throughout the student lifecycle. This position is a team-oriented, student facing role that services prospective students, current students, and other visitors and is responsible and accountable for the advisement of one product type based on the visitors’ unique needs. Members of this team are expected to adhere to policies and processes while working in the best interest of all customers while making use of available tools and resources. Successful members of this team function as a role model for our TEACH values and foster a culture of care consistent with our mission, vision, and purpose and promote the brand by maintaining a positive outlook of the organization to all customers.

Responsibilities

  • Handles all incoming service-related inquiries (including, but not limited to, provide product overview and place orders for prospective and current students, technical issues, textbook request and all questions and concerns), via phone and electronic communication avenues within established service level metrics. Follows up with students as necessary.
  • Assists and supports prospective students through the purchase process. Guides visitors to the appropriate resource in the most efficient manner if additional expertise is needed. 
  • Maintaining composure with escalated or difficult customers, utilizing active listening and de-escalation strategies.
  • Overall understanding of the sales process from conception to completion (B2B, B2C, New Student, Former Student, Competitor pricing, Government, Campus Coordinators, International etc.) and identifies cross selling opportunities.
  • Documents all interactions in CRM system, including updating contact information and detailed notes for each interaction through next steps and setting expectations for our students and prospective students.
  • Utilizes appropriate systems, update categories and relevant student data to confirm and track accurate enrollment and interactions each student has with our contact center.
  • Collaborates with other departments and functional areas to deliver an optimal student experience from inquiry through to continuing education courses.
  • Identifies opportunities and solutions that improve current methods and actively participates in the change of a constantly evolving organization. Promote and explain availability and function of student self-service tools when applicable.
  • Consistently meets/exceeds expected service metrics (including, but not limited to service level percentages, call monitoring scores, adherence, hold time, ASA, available time etc.) and utilizes downtime appropriately.
  • Actively increases job and product knowledge by participating in educational opportunities and proactively researching student facing software, websites, and keeping abreast of communications related to updates and products.
  •  Assists with short term special projects and other duties as assigned. 

 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelor’s degree required
  • Outstanding customer service skills with 1+ years of customer service or related experience required.
  • Ability to work a variety of office hours including multiple evenings, and weekends.
  • High level of interpersonal, communication and problem solving skills.
  • Ability to work independently as well as function as part of a team.
  • PC skills in Microsoft Office, Internet applications and database software.
  • Strong verbal and writing skills
  • Strong people skills
  • Customer focused
  • Able to work in an autonomous and entrepreneurial and, at times, virtual environment.
  • Good organizational, interpersonal and professional communication skills.

 

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We are proud to be an EEO employer M/F/D/V. At Adtalem, we welcome everyone and have a strong commitment towards diversity and inclusion. We encourage our Colleagues to be their true authentic selves and support laws that prohibit discrimination everywhere we do business. We also maintain a drug-free workplace.

Who We Are

Becker has prepared people for greatness from more than 2,900 firms, associations, alliance partners, universities, and government agencies. Becker has helped more than one million CPA candidates prepare for taking the CPA Exam. For more than 60 years, Becker has led the industry through an exceptional network of relationships and a diverse catalogue of deep resources, engaging content, and expert instructors.

Becker provides CPA Exam Review, CMA Exam Review, and CPE (Continued Professional Education) with expert instructors, high-quality content, flexible learning formats including on-demand resources and webcasts. Learn more about Becker Professional Education, part of Adtalem Global Education, at www.becker.com.

Our Commitment to Diversity and Inclusion

At Adtalem Global Education, the parent organization to Becker, we pride ourselves in nurturing a culture that encourages everyone to bring their full selves to work each day. To us, diversity and inclusion needs to be intentional to be impactful. We don’t just welcome differences, we celebrate them. #WeAreAdtalem

To learn more about our commitment to Diversity and Inclusionclick here to visit our Diversity page.

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