Employer: InSource Services Group
About O’Donnell Learn + InSource Services Group
O’Donnell Learn+InSource Services Group is a leading learning experience design and student success firm dedicated to helping adult learners achieve their goals and flourish in life. A fast-growing, innovative, and agile services company, we are passionate about learner-centered design, experience and innovation. We partner with higher education institutions, education companies, and professional organizations to design, develop, test, launch and support successful learning experiences. Our services and our culture is rooted in living and delivering a Humanized, Engaged and Inclusive experience. We are a work family that has operated 100% virtual, even prior to the pandemic and understands the true value of providing an agile work environment that truly allows our team to have proper work and life balance.
Position Overview
ISG is expanding our Admissions Success Team and is looking to hire highly engaged individuals who are passionate about helping students and their families achieve their educational goals. We like to think of our Admissions Success Team as support heroes, being willing and able to to quickly respond, engage and help Students and their families with the sometimes overwhelming process of deciding to further their education.
Responsibilities
- Responds to inquiries received by phone, chat or email to assist current and prospective students with the steps to enrollment and resolving difficulties encountered in the enrollment process
- Provides information and support to current and prospective students, their families, the community, and other constituents
- Achieves Key Performance indicators (KPI’s)
- Properly documents and tracks support interactions
- Ensures student and client satisfaction by providing a high level of internal and external customer service
- Contributes to individual and team student enrollment and retention goals
Desired Qualifications and Skills
- Associate Degree or equivalent from a regionally accredited institution
- Proficient in Microsoft Office Suite (Word, Excel), Google Workspace (GMail, Docs, Sheets, Slack), Salesforce, or other CRM platforms
- Experience in higher education or related education fields
- Experience working with Enrollment Services, Admissions, and Financial Aid is plus
- Great customer service skills
- Professional and effective communication skills, outstanding customer service background, and highly organized and accomplished at problem solving in a metrics driven environment
- Comfortable communicating and establishing rapport in a professional manner via phone, chat and email
We seek someone who:
- Is passionate about increasing student success in higher education
- Is a dynamic team player who thrives in a flexible and fast-paced environment
- Is an exceptionally driven self-starter with a can-do attitude and who enjoys working collaboratively within a team
- Possesses strong customer service skills and takes an energetic and enthusiastic approach to the role
- Strives to exceed KPIs
- Is comfortable with new technology tools
Work Environment
This position is through a virtual work environment. Our employees enjoy the freedom and flexibility of working from home. Even though our teams are spread across the country, we utilize a wide variety of collaborative tools that foster teamwork and community as well as, if not better than, most on-site work environments.
The requirements for success in a virtual work-at-home role include:
- Workspace – Must be able to provide a dedicated, confidential workspace which includes a door that can be closed for privacy
- High speed internet – Must provide employee-paid, high speed internet service (5MB or higher connection speed); no dial-up or satellite dish connections
- Must have a working desktop or laptop that is supported by Mac or Windows operating systems
Benefits
O’Donnell Learn+InSource Services Group offers a comprehensive set of employee benefits including a healthcare plan, 401K, paid vacation and holiday time. As a work from home model, the company also provides a technology stipend, flexible hours, and accommodations to ensure a work-life balance. Duties of this position may include working outside of traditional office hours after initial onboarding.