Student Support Specialist
About The Position
The Student Support Specialist plays a vital role in enhancing the educational experience by researching and resolving inquiries and concerns from students and staff in assigned areas. This position collaborates cross-functionally to address questions related to Student Support Services, ensuring timely and accurate information dissemination. Additionally, the specialist identifies opportunities for process improvement, makes actionable recommendations, and actively participates in solution-focused initiatives aimed at enhancing service delivery and overall support for the student community.
Requirements
- Demonstrates proficiency of all knowledge, skills, and abilities, of the Student Support Assistant role.
- Proficient in existing systems, including but not limited to Salesforce, Genesys applications, and other systems.
- Strong verbal and written communication skills.
- Ability to keep a professional attitude with staff and students.
- Creative mindset for identifying and recommending new initiatives.
- Detail-oriented.
- Individuals must be able to handle multiple interruptions and be able to multi-task effectively.
- The work is performed under moderate supervision and may require advice and guidance from more senior personnel in the same area.
- May provide minimal guidance and assistance to new or entry level employees.
- Education: High School diploma or equivalent.
- Experience: 2 or more years of experience in student support or in high-volume customer support
Nice To Haves
- Associate’s degree in a related field
- 1 or more years of customer services or contact center experience.
Responsibilities
- Retains foundational responsibilities and displays expertise across both entry- and mid-level Student Support skills, adapting to meet dynamic operational needs.
- Offers tailored assistance to students and staff across varying skill levels, with a focus on aligning support to current organizational priorities.
- Manages student inquiries via email, phone, and other channels, ensuring clarity, professionalism, and empathy.
- Leverages comprehensive understanding of WGU support systems to resolve student concerns effectively, often achieving single-contact resolution.
- Collaborates with internal teams to enhance student experiences, escalating complex cases as needed to ensure satisfaction and resolution.
- Monitors and addresses any service lapses that may impact students, upholding high standards of reliability.
- Maintains punctuality, confidentiality, and performance expectations, modeling integrity in handling sensitive information.
- Follows internal documentation protocols to log interactions, updates, and communications promptly and accurately.
- Serves as a resource and guide for colleagues, promoting continuous improvement and team success.
- Observes and analyzes processes to identify obstacles, providing solution-driven recommendations to enhance efficiency.
- Performs other job-related duties as assigned.
Benefits
- medical, dental, vision, telehealth and mental healthcare
- health savings account and flexible spending account
- basic and voluntary life insurance
- disability coverage
- accident, critical illness and hospital indemnity supplemental coverages
- legal and identity theft coverage
- retirement savings plan
- wellbeing program
- discounted WGU tuition
- flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
