Must be able to work 11:30am – 8pm Eastern Standard Time, Monday-Friday.
$15/ hour base salary + Benefits, Free Education, Generous Paid Time Off, Work From Home
Position Summary:
The Student Advocate responds to student needs via phone, email, text and/or chat in a fast paced call center environment. The Student Advocate will proactively take full ownership of the student’s circumstance, managing a multi-channel communication toolkit to facilitate student outcomes. In each student interaction, sometimes including escalated scenarios, the Student Advocate will endeavor to remove barriers to student success including but not limited to responding to inquiries about enrollments, program materials & shipments, school and education policies and processes, tuition payments and other items while supporting student success and academic progression and using multiple systems while interacting with a diverse student population. Shift hours: 11:30am – 8pm M-F, EST. This is a remote position.
Essential Job Functions:
- Embody and abide by the Penn Foster Culture Code Provide personalized service to shepherd students toward graduation
- Encourage students to tap existing local support system to promote successful outcomes and leverage the Penn Foster system to actively partner with students on their path to achievement
- Endeavor to instill and sustain hope in achievement for underserved and at-risk students
- Assist students in unlocking latent potential
- Assess and address student risk factors (financial, academic, motivational, technological) by leveraging case-by-case relevant aspects of the Ashworth and/or Penn Foster system
- Create shared accountabilities between students and Ashworth/Penn Foster, via a hospitality-based service methodology rooted in empathy, caring and action
- Routinely demonstrate sound judgement, a pro-active nature and exceptional problem-solving skills
- Follow established Ashworth/Penn Foster policies and procedures
- Handle all communications in a professional and courteous manner
- Represent the Ashworth/Penn Foster community, making prospective students aware of the opportunities they have for interaction with Instructors, our Student Advocacy network, and other students
- Contact students via their channel preference to fully resolve needs/issues
- Adhere to performance requirements as established by Management
- Performs other duties or responsibilities as required or requested
- Bilingual (Spanish) applicants strongly considered
Knowledge, Skills, Abilities:
Education: High School diploma or equivalent
Preferred Experience: Customer-facing roles; Contact Center experience a plus, experience working in fast paced environment requiring high level of multi-tasking
Computer Skills: Comfortable with MS Office; Ability to learn/adapt to multiple software platforms
Other Requirements:
- Passionate advocate of education
- Relational, with the ability to quickly build rapport and be influential
- Self-starter
- Ability to multi-task and work efficiently
- Excellent verbal and written communication skills
- Acute active listening skills
- Demonstrates empathy, respect and understanding of the needs of our students
- Ability to work from home with appropriate and consistent internet connectivity