Advising Support Representative

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.
The hours for this position are 9am - 6pm four days a week and one day a week will be an assigned late day 11am - 8pm. We do also require some Saturdays 9am-5pm throughout the year. This schedule is in Central Time, please be aware of the time zone difference to your location.

Essential Duties & Responsibilities:

Learner Support

• Supports learner requests regarding academics and learner records from the first course through graduation and beyond.

• Provides learners with an exceptional service experience, leaving a lasting, positive impression of academic advising and Capella University.

• Proactively informs learners of important milestones in their programs and provides resources and promotes coach connection to streamline the experience.

• Educates learners about self-service resources and encourages users to build greater learner independence and self-sufficiency.

• Responds to learners via a wide variety of communication channels and systems, including phone, voicemail, email, text, and casework. 

• Answers questions in alignment with role boundaries and triage requests as needed to academic coaches or other departments.  

• 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.

• Creates, manages, and resolves casework efficiently, staying within the assigned service level agreement (SLA).

• Supports outbound call campaign efforts according to the needs of the organization.

Internal Engagement and Support

• Effectively manages and engages in internal communication channels, including Outlook, web-based meeting platforms, and Microsoft Teams.

• Demonstrates skillful time management and schedule adherence related to daily/weekly schedules.

• Thinks proactively about schedule and plans time off to reduce impact to team and learners.

• Partners with coaches and other departments as needed to resolve learner requests. 

• Actively prepares for and engages in one-to-one meetings with the direct leader.

• Actively engages in weekly team meetings, sharing workflow observations, challenges, and ideas.

• Develops strong business acumen that supports effective decision-making and alignment with the best interests of the learner and the company.

Training and Development

• Engages in coaching sessions with your leader to review metrics and do quality reviews of your work. 

• Participates in team/department/company training and meetings to develop your knowledge base.

• Consistently reviews internal and external resources, updates, and company communications to ensure functional knowledge is current.

• Develops Subject Matter Expertise in the 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.

Process Improvement and Project Support

• 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.

• Effectively evaluates priority by considering day-to-day needs and the big picture to complete the right tasks.

• Makes timely decisions in the face of ambiguity.

• Works on project assignments with diligence and accuracy until completion.

Other duties as assigned

Job Skills:

• Demonstrates integrity and demands high standards for themselves and their team.

• Punctuality and effective time management skills.

• Ability to adhere to and follow a set daily/weekly schedule.

• Excellent active listening, verbal, and written communication skills with the ability to interact effectively with senior management levels.

• Ability to handle complex customer resolution issues, applying information and policies and assessment of unique circumstances; and resolving with a reasonable level of autonomy.

• Displayed success in achieving and sustaining objectives and performance metrics.

• Ability to maintain a high degree of accuracy and attention to detail.

• Organizational skills—ability to prioritize, manage multiple demands, and present information in a clear and concise manner.

• Strong technological skills and aptitude.  Includes skills in the Microsoft Office Suite, applied expertise accessing the internet or systems-based information, such as Salesforce, Peoplesoft CRM, and other education-related software and internet applications.

• Demonstrated ability to remain calm under pressure and maintain a professional demeanor.

• Excellent relationship-building, customer service, and problem-solving skills.

• Exhibits a high degree of initiative and follow-through.

Job Type: Full Time

Pay: $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

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 is preferred.  

Other:

• Must be able to travel occasionally should a business need arise. For most roles travel would not be common. Travel may involve plane, car or metro. In accordance with ADA policies, reasonable accommodations regarding travel limitations can be provided. Travel will be more common for roles such as Account Executives (25 - 50%), senior leaders (10 – 20%) or Capella Core Faculty (5 – 10%). 
• Ability to work onsite in Corporate or Campus location (in a typical office environment) may be required based on role. If so, this would include being mobile within the office, including movement from floor-to-floor using elevators or stairs.
• If offsite or hybrid role, must have access to work in setting which enables meeting all requirements of the role (including privacy, reliable internet access, phone, ability to video conference, etc.) at a remote location.
• Faculty and Federal Work Study roles require access to work in setting which enables meeting all requirements of the role (including computer, privacy, reliable internet access, phone, ability to video conference, etc.) at a remote location.
• This role may require lifting, however reasonable accommodations will be provided in accordance with our ADA policies.
• Must be able to meet critical thinking and problem solving aspects aligned to job duties, as well as effectively communicating with co-workers.
• Must be able to work more than 40 hours per week when business needs warrant. Accommodations related to schedule may be considered. 
• Able to access information using a computer.
• Other essential functions and marginal job functions are subject to modification.

• SEI is an Equal Opportunity employer committed to a diverse and inclusive community. We welcome applications from all. While it is not typical for an individual to be hired at or near the top end of the pay range at SEI, we offer a competitive salary and benefits package.  The actual base pay offered to the successful candidate may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal pay equity. Our Talent Acquisition Team is ready to discuss your interest in joining SEI. The expected salary range for this position is below.

$16.25 - $24.50 - Hourly

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