Learner Services Rep

Learner Services Rep

About Northeastern:
Founded in 1898, Northeastern is a global research university and the recognized leader in experience-driven lifelong learning. Our world-renowned experiential approach empowers our students, faculty, alumni, and partners to create impact far beyond the confines of discipline, degree, and campus.

Our locations—in Boston; Charlotte, North Carolina; London; Portland, Maine; San Francisco; Seattle; Silicon Valley; Toronto; Vancouver; and the Massachusetts communities of Burlington and Nahant—are nodes in our growing global university system. Through this network, we expand opportunities for flexible, student-centered learning and collaborative, solutions-focused research.

Northeastern's comprehensive array of undergraduate and graduate programs— in a variety of on-campus and online formats—lead to degrees through the doctorate in nine colleges and schools. Among these, we offer more than 195 multi-discipline majors and degrees designed to prepare students for purposeful lives and careers.

About the Opportunity:
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:

• Assist new and current learners with the registration process, and general inquiries
• Act as a liaison for the learner to assure that learners' questions and/or concerns are being addressed
• 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.

Responsibilities:
5% ADMINISTRATIVE

• Maintaining and updating the Learner Services knowledge base as needed.
• Communications and marketing support - pushes about events, services, new tools, etc. via email, social media, and website.

85% ADVISING

• Provide assistance to international and domestic newly admitted and current learners regarding registration, curriculum, graduation requirements, and additional questions that do not require a specialist
• Throughout the year the LSR will participate in outbound call campaigns to newly admitted learners who require assistance with registration, academic support, etc.
• Respond to learner emails and inquires to advising and Learner Services email inboxes
• Respond to learner text inquiries through text platform system
• Work closely with other departments to provide quality service to our learners; Student Financial Services, Office of Global Studies, Admissions, etc.

15% DATA AND RECORD MANAGEMENT

• Maintain accurate and clear records of learner interactions in the data systems provided.
• Prepare reports as requested of learner contact activity. -Provide feedback on any issues/interests that may arise during learner contacts in efforts to provide continued improvement of the learner experience and the programs offered. Identify trends that may indicate service problems or concerns.
• Identify and report data that will allow CPS to offer new programs and services that meet market demands.
• Anticipate learner inquiries to better prepare timely responses/resolutions to concerns.

Qualifications:
Minimum of Bachelors' 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.


Preferred Qualifications:

Salary Grade:
51

Additional Information:
Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

To learn more about Northeastern University's commitment and support of diversity and inclusion, please see www.northeastern.edu/diversity.



To apply, visit https://careers.pageuppeople.com/879/cw/en-us/job/508393 jeid-66d86c4963d70043824efc21ef6dff45