Position Summary:
The Client Support Advocate, under the general supervision of Client Support Management, respond to student, sales rep and business client requests by inbound phone calls, chats, and emails. These representatives must be professional and provide quality service interactions to varying categories of students and clients. This position requires individuals to communicate with both internal and external customers and students, and therefore a professional attitude and strong communication skills are a must. Salary: $15/hour Schedule: Monday-Friday, 9:30am-6:00pm ET shift
Essential Job Functions:
- Process orders/enrollments through Admissions Portal, Inbound Orders queue and Inside Sales support.
- Verify enrollments through LPP and manually intervene where needed.
- Manually process enrollments through AS400 when applicable.
- Handle inbound and outbound student support calls, client support calls and inbound sales rep calls.
- Receive and process B2B Oracle email.
- Resolve student and client problems/complaints concerning shipments, payments, exam inquiries and other service related issues.
- Work with Client Success Team to resolve requests for students and clients.
- Cross-train on different job functions within the department to ensure no lapse in service level occurs when staffing is limited, when priorities change or when other scenarios occur.
- Keep abreast of changes in policies and procedures through active participation in training programs and interdepartmental communications.
- Perform other duties as needed.
Knowledge, Skills, Abilities:
- Education: High School Completion required
- Computer Skills: Comfortable with laptop, MS Office, Oracle, docSTAR, Storms, AS400/JDE
• Additional Requirements:
- Passionate advocate of education.
- Self-starter.
- Ability to work within a team.
- Ability to drive issues to closure.
- Ability to use a laptop.
- Willingness to use Five9 platform to address inbound callers where necessary.
- Ability to multi-task and work efficiently
- Excellent written and verbal communication skills.
- Ability to command an authoritative, yet friendly and engaging phone presence.
- Acute active listening skills.
- Demonstrates empathy, respect and understanding of the needs of our customers.
About Us: At Penn Foster Group, we are transforming online learning to help learners by bringing together Penn Foster, CareerStep, Ashworth College, James Madison High School, the New York Institute of Photography, the New York Institute of Art and Design, and other education platforms. Together, we create an accelerated path to greater economic mobility through real-world skills and knowledge that enable learners to achieve long-term success in the workplaces of the future. Our history dates back to 1890 when our founder, Thomas Foster, pioneered distance education by offering training by mail for coal miners to get the necessary skills for safer jobs. Today, with the partners who use our education and training programs, we continue that mission of providing accessible training and education for in-demand skills and are building a workforce that’s prepared for the future job market. Equal Employment Opportunity: We strive toward Diversity, Equity, and Inclusion at Penn Foster Group by intentionally building teams that are diverse – in identities, lived experiences, and ideas to create a culture where people feel connected to each other and have a sense of belonging. We value diversity, equity, and inclusion because it is the foundation that enables us to achieve what we set out to do as an organization – from maximizing the number of learners who can reach their goals while giving them the kinds of experiences we want them to have, to becoming the type of company we want to work in. What We Offer: We offer a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, a 401K with a company match, plus free access to all of our online programs.
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