Supports learner requests regarding academics and learner records from the first course through graduation and beyond
Provides learners with an exceptional service experience, leaving a lasting, 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, including phone, voicemail, email, text, and casework
Answers questions in alignment with role boundaries and triage requests as needed to academic coaches or other departments
Effectively uses resources, Salesforce/Campus Solutions System, Academic Plans, InContact, SharePoint, Pinnacle, ScheduleOnce scheduling tool, and MS Office to manage learner data, perform tasks, document interactions, and answer questions
Creates, manages, and resolves casework efficiently, staying within the assigned service level agreement (SLA)

1+ years of experience working in a professional setting leveraging strong written and verbal communication in addition to solid customer service skills
High school diploma required
Some college experience is preferred
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
Must be able to work more than 40 hours per week when business needs a warrant
Strong mental acuity

Advising Support Representative

Key skills