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Capella Campus Academic Advising (Atlanta or Orlando)

Employer
Capella Education Company
Location
GA Chamblee Campus

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Job Details

Job location: GA Chamblee Campus - FL Miramar Campus


Employment Type: Full-time
Posted data: 2019-04-02
Req: R07010

Description

The Academic Advisor – Capella Campus Center (also known as a Program Advisor/PA) provides team support, guidance, and issue resolution to learners while leveraging program and university expertise. The Program Advisor provides timely support and referral to learner inquiries in addition to focusing on communication related to re-registration and program/university related questions ensuring learners have a strong service experience and advocacy/support to overcome obstacles to persistence.

Responsibilities

Team Based Learner Service & Persistence Engagement (Inbound)

  • Provide support and guidance to learners leveraging tools and resources that support learner success. Each interaction involves discovering needs, understanding the situation, recommending options and customized solutions, and always listening to the needs of the learner.
  • Facilitate the resolution of learner issues while supporting university integrity and values.
  • Engage in continuous learner interaction throughout the majority of the day on the phone queue or via chat, social media & email; a variety of service and quality standards are measured such as quality call evaluations, learner survey data, availability, service levels, learner file management, academic plan management, etc.
  • Maintain accurate academic plans, facilitate course selection & registration and address learner barriers impacting enrollment status.
  • Utilize tools, systems and software applications to manage learner data.
  • Operate within team dedicated to meeting learner expectations and reinforcing a high quality, timely learner experience. This entails supporting colleagues, other departments, taking an active part in team discussions, 1:1 call coaching sessions, and providing constructive feedback to management.
  • Additional customer interaction through face-to-face interactions
  • Assisting when necessary at events hosted at the Campus Center (informationals, employer, alumni)
  • Dual reporting structure meeting both the needs as AA back to leader at Mpls HQ and partner closely with Campus Center Director on Campus specific initiatives

Outbound Engagement

  • Conduct outreach to learners in response to inbound inquiries (voicemails, emails, casework, unique call campaigns, etc.)

Qualifications

Experience: A minimum of two years of professional experience using customer service, and critical thinking skills. Coaching experience is a plus.

Education: Bachelor's degree required, Master’s preferred.

Additional required competencies/skills:

  • Focused on the needs of the learner first, and committed to providing an excellent learner experience.
  • Excellent written and verbal communication skills. Keen investigation and listening skills to solve problems and provide solutions.
  • Ability to think critically in order to build plans of action and personalized solutions for the learner.
  • Driven, self-motivated, organized and detail oriented. Ability to remain focused on the right outcomes.
  • Comfortable representing a complex portfolio of programs requiring in-depth, specialized knowledge and regular research and review to remain current.
  • Desire to work in a progressive, high energy and achievement-oriented environment.
  • Ability to work cross functionally and partner effectively with other work groups in the organization that support learner functions.
  • Creates alignment and maintains high personal standards with regards to process knowledge, detailed understanding of the inner workings of the organization and the ability to set expectations and offer full transparency to the learner.
  • Proficient with technology and experience with maintaining and updating contact management systems in addition to Microsoft Office Suites and the internet.
  • Proven ability to plan accurately leveraging technology and reporting tools.
  • Demonstrable time management experience and ability to multi-task and manage a variety of daily activities including inbound/outbound calls, problem solving, and solution building.
  • Ability to continuously evaluate work priorities and make adjustments as needed throughout day/week.
  • Ability to remotely build and foster relationships with individuals in a variety of roles (including learners, internal partners, and faculty).
  • Excellent phone communication and demeanor (effective, empathetic, energized, engaging).
  • Motivated and engaged by frequent and occasionally challenging learner phone interactions.
  • Must be able to work effectively and efficiently with a diverse population.
  • Ability to adapt quickly and thrive in a fast-paced, changing professional environment.

Work/Location Requirements

  • Must be able to spend significant time working at a computer and on the phone using headset.
  • Flexible in work hours/schedule in order to accommodate learner needs and campus hours.
  • Position may require work above and beyond 40 hours per week during peak demand.

If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department at humanresources@capella.edu

Organization

Capella is in the business of transforming learning. Delivering on this promise requires talent; hard work; bold and agile thinkers; a deep sense of urgency; and tenacity. Does the idea of being part of a team like this excite you? Do you want to have an impact on the lives of our learners? Learn more about career opportunities at Capella.

Company info
Telephone
612-977-4722
Location
225 S. 6th St
Fl 9
Minneapolis
MN
55402
US

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