Job description
What about learning drives us to do more than deliver the lesson? Maybe we’re overachievers. Or maybe we just know what real impact looks like. Each one of us has seen passion win over fear, vision become relentless focus and belief in human potential make it all the way to the finish line.
Our mission is to design new models for educational success and raise academic achievement for all learners Are you ready to find a career with a company whose mission, vision, and values align with yours? Can you see yourself fitting into this mission with us?
POSITION SUMMARY:
As part of Arizona State University’s charter to provide access and excellence, ASU Preparatory Academy (ASU Prep) shares this commitment by demonstrating all students can achieve at the highest levels, regardless of their background. To scale our current impact, ASU Prep is advancing a major expansion program taking fundamental responsibility for the communities we serve.
The Student Support Representative will report to the Admissions Manager and work as the primary first tier support to ensure that families have exceptional customer service experiences. This position is expected to have broad knowledge of our programs and processes while engaging in meaningful customer interactions. The Student Support Representative will work diligently to respond to families and to solve any issues that may arise in a positive and supportive manner. This position will also support other Student Operations teams such as Admissions, Registration and Attendance.
QUALIFICATIONS:
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Associate’s Degree in Business, Public Administration, Communication, or related field.
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One to two (1-2) years of experience in customer service, student enrollment, recruitment, or related experience.
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Experience with a CRM (Customer Relationship Management), like Salesforce, preferred.
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Current Active AZ Department of Public Safety (DPS) IVP Fingerprint.
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Bilingual preferred, but not required
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AZ Resident, preferred.
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Any equivalent combination of experience, training and/or education from which comparable knowledge, skills and abilities have been achieved.
DUTIES AND RESPONSIBILITIES:
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Provides immediate, ongoing, and efficient information and problem resolution to families in a timely manner via telephone, e-mail, or electronic chat.
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Builds rapport with families in a friendly, professional manner.
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Develops efficient conflict resolution strategies and communications.
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Resolves routine and escalated customer concerns in a professional and efficient manner.
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Protects the privacy of student account information through compliance with federal student privacy law (Family Education Rights and Privacy Act (FERPA).
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Assists Admissions and Registrar Teams with student enrollment tasks, as needed
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Maintains a productive working relationship with all other departments.
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Meets or exceeds quality and performance standards for the role.
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Adheres to assigned work schedule, which may vary and include evening and weekend hours.
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Assists other team members with special projects as assigned.
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Additional duties may be assigned as necessary.
KNOWLEDGE, SKILLS AND ABILITIES
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Excellent verbal and written communication in addition to persuasively clear and concise customer service skills.
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Demonstrated ability to interact with diverse audiences.
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Demonstrates an entrepreneurial mindset
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Ability to handle diverse tasks simultaneously using prioritization.
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Ability to handle escalated issues calmly and appropriately and to take initiative to resolve problems and offer solutions.
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Ability to demonstrate proficiency with software applications.
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Ability to learn quickly and work in a high energy team environment.
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Excellent organizational skills and the ability to work under time sensitive deadlines.
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Strong problem-solving skills.
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Ability to work successfully with limited supervision.
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Ability to use active listening skills.
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Skilled at troubleshooting, with the best interest of the customer in mind.
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Ability to research answers and to follow processes and procedures expected of the position.
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Demonstrated understanding of FERPA guidelines and internal policies regarding student and employee privacy.
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Ability to understand and follow professional standards.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to stand and talk or hear and sometimes walk and sit. The employee must use hands, arms and fingers to input data, handle, feel or reach. While performing the duties of this job, the employee may occasionally push or lift up to 15 lbs such as boxes, supplies, etc. Specific vision abilities required by this job include close vision such as to read handwritten or typed material, and the ability to adjust focus, close vision, distance vision, color vision, peripheral vision and depth perception.
LOCATION:
Remote
TRAVEL:
Occasional travel may be required for site visits, meetings, trainings and/or conferences. Locations may vary and may require overnight stays.
This job description is subject to change at any time.
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