Job Description
Student Success Advisor
At Boundless Learning we are empowering our partners to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalized, learner-centric experiences that boost access and create economic mobility.
About the Job
We are seeking a highly organized and self-motivated individual for a customer service/account management role in a commercially focused environment. The ideal candidate enjoys working with people, possesses a strong customer service ethos, collaborates effectively in a team, and is motivated to achieve retention targets. Your primary focus will be on delivering outstanding support to our student base. A Student Success Advisor embodies our values, acts with agility, and enjoys working in an international environment whereby they are having regular interactions with people, building strong and meaningful relationships.
Key Responsibilities:
1. Deliver prompt response rates and high levels of proactive outbound communication to provide comprehensive non-academic information, advice and guidance whilst balancing pastoral support.
2. Consistently achieve personal teaching period student retention targets, alongside achievement of high levels of student satisfaction and an on target, positive Customer Satisfaction Score (CSAT).
3. Actively promote continuous study to achieve graduation in a timely manner, identifying students at risk of failing to achieve their study goals and providing effective interventions.
4. Enthusiastically re-engage students who are taking a break from study, ensuring they recall their original study goals whilst remaining well informed, supported and a part of their online study community.
5. Act as a programme specialist, ensuring extensive knowledge in a particular curriculum area in addition to university policies, regulations and support services.
6. Welcome new students to their programme, efficiently building rapport whilst demonstrating high levels of knowledge and pastoral support.
7. Develop and maintain relationships with a student base, remaining committed to delivering high levels of support as students navigate the complexities of online study.
8. Help to develop effective processes to ensure a proactive approach to student support, progression and retention.
9. Maintain detailed and accurate student records on our customized Salesforce CRM system.
10. Demonstrate our Boundless Learning Values and act as a Brand Ambassador.
Qualifications:
* 4-year degree from an accredited institution and/or appropriate combination of education and significant experience.
* An effective team player who is driven to their own success and the success of the students.
* Experience building relationships with customers/students and internal stakeholders.
* Excellent written and oral communications skills.
* Proficiency with Microsoft Office and IT Systems.
* Ability to communicate and collaborate with people from a diverse range of cultural, educational, and professional backgrounds.
* Proven experience achieving on target results in a customer service role.
* Higher Education experience and/or Knowledge of the Higher Education industry.
* Experience in Salesforce CRM.
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