Or Near The Top End Of The Pay Range At Sei
AdvisingSupportRepresentative
“Advising Support Representative at Or Near The Top End Of The Pay Range At Sei. Skills: Learner support, University knowledge, Customer service, Problem-solving. Creating a high-quality experience for learners throughout their experience at Capella University.. Empowering learners to think proactively about their program, equipping them with the necessary tools and resources to be successful, and assisting in removing roadblocks.”
What You'll Achieve.
Meet established objectives for phone and schedule metrics.; Displayed success in achieving and sustaining objectives and performance metrics.
Industry & Context.
Critical thinking and decision-making skills are essential to evaluate and triage ambiguous or complex learner situations.; Ability to handle complex customer resolution issues, applying information and policies and assessment of unique and resolving with a reasonable level of autonomy.; Excellent relationship-building, customer service, and problem-solving skills.
Must be able to travel up to 10% of the time., Must be able to lift 25 lbs., Typical office setting., Mobility within the office including movement from floor to floor., Travel via plane, car, and metro may be required to perform this job., Must be able to work more than 40 hours per week when business needs a warrant., Access information using a computer., Effectively communicate, both up and down the management chain., Effectively cope with stressful situations., mental acuity., Regular, dependable attendance and punctuality are essential functions of this job.
What They're Looking For.
Must Have
1+ years of experience working in a professional setting leveraging written and verbal communication in addition to solid customer service skills., High school diploma required., Must be able to travel up to 10% of the time., Must be able to lift 25 lbs., Mobility within the office including movement from floor to floor., Travel via plane, car, and metro may be required to perform this job., Must be able to work more than 40 hours per week when business needs a warrant., Access information using a computer., Effectively communicate, both up and down the management chain., Effectively cope with stressful situations., mental acuity., Regular, dependable attendance and punctuality are essential functions of this job.
Nice to Have
Some college experience is preferred.
What You'll Do.
Creating a high-quality experience for learners throughout their experience at Capella University.
Empowering learners to think proactively about their program
equipping them with the necessary tools and resources to be successful
and assisting in removing roadblocks.
Supports learner requests regarding academics and learner records from the first course through graduation and beyond.
Provides learners with an exceptional service experience
positive impression of academic advising and Capella University.
Proactively informs learners of important milestones in their programs and provides resources and promotes coach connection to streamline the experience.
Educates learners about self-service resources and encourages users to build greater learner independence and self-sufficiency.
Responds to learners via a wide variety of communication channels and systems
Answers questions in alignment with role boundaries and triage requests as needed to academic coaches or other departments.
and resolves casework efficiently
staying within the assigned service level agreement (SLA).
Supports outbound call campaign efforts according to the needs of the organization.
Drives new ideas and ways of doing things by identifying
and making recommendations for improvement to existing processes/ procedures
keeping the learner experience top of mind.
Effectively evaluates priority by considering day-to-day needs and the big picture to complete the right tasks.
Makes timely decisions in the face of ambiguity.
Works on project assignments with diligence and accuracy until completion.
How You'll Work.
Team & Collaboration
Effectively manages and engages in internal communication channels, including Outlook, web-based meeting platforms, and Microsoft Teams.; Partners with coaches and other departments as needed to resolve learner requests.; Actively prepares for and engages in one-to-one meetings with the direct leader.; Actively engages in weekly team meetings, sharing workflow observations, challenges, and ideas.; Helps to encourage and mentor other employees to grow within the role.; Seeks to understand and demonstrate SEI’s leadership behaviors.
Communication Scope
Excellent active listening, verbal, and written communication skills with the ability to interact effectively with senior management levels.
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