Student Support Representative

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🔥 27 minutes ago

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American Military University

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📚 Education

Education

American Military University is an accredited online university founded to serve military servicemembers and has expanded to serve working adults and civilian learners through flexible, career-focused undergraduate and graduate programs. It operates as part of the American Public University System, emphasizing accessible, affordable distance education with specialized centers (e. g. , Center for Cyber Defense, Center for Space Studies) and a mission to prepare students for service and leadership in a global society.

📋 Description

• Provides immediate, ongoing, and efficient information and problem resolution to students in a timely manner via telephone, e-mail, or electronic chat • Protects the privacy of student accounts through compliance with federal student privacy law (Family Education Rights and Privacy Act (FERPA)) • Develops efficient conflict resolution strategies and communications • Demonstrates skill in using Customer Relationship Management (CRM) and other software applications used in the Student Support Center • Resolves routine and escalated customer concerns in a professional and efficient manner • Maintains a productive working relationship with other APUS departments such as Financial Aid, Fulfillment, Military Assistance, Student Services, Marketing, Admissions, etc • Meets or exceeds performance goals as determined by the AVP, Customer Service Operations and Student Communication • Keeps work area organized and in a professional appearance at all times • Adheres to assigned work schedule, which may vary and include evening and weekend hours • Assists other team members with special projects as assigned • Performs other duties as assigned

🎯 Requirements

• Excellent verbal and written communication skills • Ability to learn quickly and work in a high energy team environment • Excellent organizational skills and the ability to work under time sensitive deadlines • Strong problem solving skills • Ability to work successfully with limited supervision • Ability to write well-organized, informative, and effective e-mails and other written communications • Ability to use active listening skills • Ability to set goals and prioritize work to maximize efficiency, meet deadlines, and use time wisely • Ability to be a team player by sharing information and offering assistance to colleagues • Ability to offer thoughtful contributions at meetings and the ability to respect others regardless of differences • Ability to handle escalated issues calmly and appropriately and to take initiative to resolve problems and offer solutions • Ability to demonstrate proficiency with software applications used in the department • Ability to build rapport with students and to provide timely, accurate information in a friendly, professional manner • Ability to research answers and to understand referral processes and procedures • Demonstrated understanding of FERPA guidelines and internal policies regarding student and employee privacy • Ability to understand and follow professional standards and APUS procedures • Ability to understand and effectively explain the University’s history, mission statement, goals, vision, organization structure, strategic goals, policies, accreditation, procedures and programs (including funding sources for students) • Ability to compare and contrast the University with major competitors • Ability to extract and analyze information from reports.

🏖️ Benefits

• Requires high speed Internet connection • Dedicated workspace within place of residence • Capability to telecommute as directed by management