Learner Services Representative

Feb 02, 2018
Institution Type
Four-Year Institution

Northeastern University

Learner Services Representative

Requisition Number: STFR004339

Division/College: Professional Advancement Network

Location: Dedham

Full-time/Part-time: Full Time


Generalists serve as the primary contact (via phone, email and chat) for parents and students and assist new and current student with all general inquiries not requiring a specialist, advisor, enrollment coach, or career coach. They will receive newly admitted students through a warm pass, as well as current students from the CPS Student Services Northeastern help line. The Generalist will be expected to demonstrate leadership and problem-solving skills in making sound independent professional judgment to facilitate services for students. Generalists duties will include, but are not limited to, the following:

o Assist with new and current students with the registration process, and general inquiries
o Act as a liaison for the student to assure that student's questions and concerns are being addressed
o Escalate inquires to student's advisor or the appropriate point of contact

This position will require excellent interpersonal skills and phone etiquette, a positive outgoing 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 evening and occasional weekend/holiday hours . It will be based in Dedham. Training will be conducted in Boston for approximately three weeks.

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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