Western Governors University
If you’re passionate about building a better future for individuals, communities, and our countryand you’re committed to working hard to play your part in building that futureconsider WGU as the next step in your career.
Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.
A Student Support Assistant (SSA) is a supporting individual contributor that can answer general support interactions from the student throughout the student lifecycle. This individual will demonstrate competencies while performing a variety of routine or standardized tasks, of limited scope. Scope of work may require cross-functional coordination and/or collaboration with WGU staff alongside on-job training within Student Support Services. The Student Support Assistant applies organization’s leadership principles and cultural beliefs, while understanding policies, practices, and procedures in the course of work to analyze and resolve learner issues. The SSA work directly impacts team objectives and contributes collectively to our service line goals. Daily tasks and work effect our student learner experience and their path of academic success.
Essential Functions and Responsibilities:
- Supports typically one content area of the Student Lifecycle
- Coordinates cross-functional and/or collaborative efforts with internal staff to provide support to students
- Takes inbound calls and has possible outbound conversations that address the needs of the learner. Additional steps may be taken, for example, escalating an issue to the appropriate department to satisfy the student learner and resolve their issue
- Assists student learner and staff with processes across the Enrollment and Student Lifecycle (eg. uncontacted lead management, mentor change requests, requests for contact, accessing internal contact information, a replacement laptop, student ID cards, student condolence cards and flowers, referrals to the Financial Support Fund)
- Assists student learner or staff in task processes, such as scheduling of appointments, unofficial transcript research and review, process updates, etc.
- Resolves student issues with a full understanding of WGU and student support platforms and systems, providing effective and quality support.
- Enforces student policies and procedures while dealing with student learners, which can include: proper greeting, verification, documentation, call control and efficiency requirements with minimal errors as well as providing accurate information and taking correct action as defined by WGU
- Conducts and manages proper case documentation procedures as defined by the department
Knowledge, Skill and Abilities:
- Proficient use of Salesforce workspace and Purecloud applications
- Adequate computer skills
- Ability to navigate different technological platforms
- Good communication skills, both verbal and written
- Proficient use and operation of personal computers and associated standard software, including Microsoft Office Suite and other office resources and equipment including phones, telecommunication systems, copy machines
- Demonstrates WGU leadership principles and cultural beliefs
- Ability to collaborate with colleagues inside the department
- Ability to keep a positive attitude with all members of WGU
- Able to accept and implement feedback from QA Coaching and in Supervisor one on one settings
- Willingness to learn and grow
- Ability to work in a fast-paced environment
- Demonstrates professionalism
- Ability to document interactions correctly
- Detail-oriented
Competencies:
Organizational Impact:
- Tasks are accomplished by following a defined standard or set of procedures to achieve day to day objectives with limited impact on the area.
- The work performed is closely supervised and consists of tasks that are routine and well defined with specific instructions to achieve standardized solutions.
Problem Solving and Decision Making:
- Issues may arise and require individual ownership to seek solutions that are readily available. There is a well-established and familiar set of activities and processes that will derive a solution.
- Responsibility in checking data and information for minor changes.
Communication and Influence:
- Good communication with learners and staff is essential.
- Updates and information that is provided or obtained may require further outreach to learners and staff.
Must be able to work one of the below schedules:
Schedule 1:
Monday: Off
Tuesday: Off
Wednesday: 6:00 am 2:30 pm
Thursday: 6:00 am 2:30 pm
Friday: 6:00 am 2:30 pm
Saturday: 10:00 – 6:30 PM
Sunday: 10:00 – 6:30 PM
Schedule 2:
Monday: 11:00 am 7:30 pm
Tuesday: 11:00 am 7:30 pm
Wednesday: 11:00 am 7:30 pm
Thursday: Off
Friday: Off
Saturday: 10:00 – 6:30 PM
Sunday: 10:00 – 6:30 PM
Schedule 3:
Monday: 11:00 am 7:30 pm
Tuesday: Off
Wednesday: Off
Thursday: 11:00 am 7:30 pm
Friday: 11:00 am 7:30 pm
Saturday: 10:00 – 6:30 PM
Sunday: 10:00 – 6:30 PM
Job Qualifications:
Minimum Qualifications:
- One (1) year administrative and/or customer service experience
Preferred Qualifications:
- Some college experience preferred
As an equal opportunity employer, WGU recognizes that our strength lies in our people. We are committed to diversity.