Client Support Advocate

Job Description

REQUIREMENTS

• 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.

RESPONSIBILITIES

• 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.

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