Learner Services Representative

Oct 09, 2017
Institution Type
Four-Year Institution

Northeastern University

Learner Services Representative

Requisition Number: STFR004090

Division/College: Professional Advancement Network

Location: Dedham

Full-time/Part-time: Full Time


Learner Services Representatives (LSR) serve as the primary contact (via phone, email, text, and chat) for assistance of new and current learners with all general inquiries not requiring a Career and Academic Coach, enrollment coach, or specialist. They will receive newly admitted learners through a warm pass, as well as current learners from the CPS Learner Services Northeastern help line. The LSR will be expected to demonstrate leadership and problem-solving skills in making sound independent professional judgment to facilitate services for learners. LSR duties will include, but are not limited to, the following:

o Assist new and current learners with the registration process, and general inquiries
o Act as a liaison for the learner to assure that learners' questions and/or concerns are being addressed
o Escalate inquires to learner's Career and Academic Coach or the appropriate point of contact within Northeastern University

This position will require excellent interpersonal skills and phone etiquette, a positive problem-solving personality, the ability to work in a fast paced, ever changing environment, and a self-starter attitude. Individuals must be willing to work in a metrics driven position.


Minimum of Bachelor’s Degree is required. Two years prior experience in counseling students in an educational environment or relevant transferable experience required. Strong interpersonal, phone, and communication skills required. Customer service experience is essential. Ability to understand and effectively communicate the financial and regulatory information. Excellent organizational, counseling and computer skills are required. The candidate will have some experience in working with various databases and office applications with a demonstrated ability to navigate between multiple computer platforms in a fast paced environment. A demonstrated sensitivity to the understanding of the needs and concerns of a diverse population is also essential. Prior experience working in higher education, related academic experience, and supporting adult learners and/or contact center experience is desired.
This position will require a flexible work schedule that would include some early mornings & evening as well as weekend/holiday hours. It will be based in Dedham with some travel to the Boston campus.

Additional Information:

To be considered for this position please visit our web site and apply on line at the following link: Careers@Northeastern

Northeastern University is an Equal Opportunity, Affirmative Action Educational Institution and Employer, Title IX University. Northeastern University particularly welcomes applications from minorities, women and persons with disabilities. Northeastern University is an E-Verify Employer.


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