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, critical thinking, decision-making skills. creating a high-quality experience for learners. phone and text support”
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 problem-solving skills; makes timely decisions in the face of ambiguity
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., 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.
Nice to Have
Some college experience is preferred.
What You'll Do.
creating a high-quality experience for learners
phone and text support
empower learners to think proactively about their program
equip learners with the necessary tools and resources to be successful
assist 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
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
manages and engages in internal communication channels
demonstrates skillful time management and schedule adherence related to daily/weekly schedules
thinks proactively about schedule and plans time off to reduce impact to team and learners
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
develops business acumen that supports effective decision-making and alignment with the best interests of the learner and the company
engages in coaching sessions with your leader to review metrics and do quality reviews of your work
participates in team/department/company training and meetings to develop your knowledge base
consistently reviews internal and external resources
and company communications to ensure functional knowledge is current
develops Subject Matter Expertise in the area(s) of product/university knowledge for advising related processes
helps to encourage and mentor other employees to grow within the role
seeks to understand and demonstrate SEI’s leadership behaviors
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
Other duties as assigned
How You'll Work.
Team & Collaboration
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; manages and engages in internal communication channels, including Outlook, web-based meeting platforms, and Microsoft Teams
Communication Scope
verbal communication; written communication; excellent active listening; ability to interact effectively with senior management levels; effectively communicate, both up and down the management chain
Process & Methodology
works on project assignments with diligence and accuracy until completion
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