Client Support Advocate

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Penn Foster

WebsiteLinkedInAll Job Openings

201 - 500 employees

📚 Education

👥 B2C

🤝 B2B

Education • B2C • B2B

Penn Foster is an accredited, career-focused online education provider offering self-paced certificate, diploma, associate, bachelor's degree and high school programs. Its catalog covers vocational and professional areas including healthcare, veterinary technology, skilled trades (HVACR, electrical, plumbing), automotive repair, business, IT, criminal justice, design, hospitality, and more. Penn Foster serves individual learners (over 133,000 active students) with flexible, 24/7 online coursework and also provides employer-facing training solutions. The institution operates multiple schools/divisions and maintains accreditations such as DEAC and program-specific accreditations (for example, an AVMA-CVTEA-accredited veterinary technician program).

📋 Description

• Process orders and enrollments through the 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 representative calls • Receive and process B2B Oracle email • Resolve student and client problems and complaints concerning shipments, payments, exam inquiries, and other service-related issues • Work with the Client Success Team to resolve requests for students and clients • Cross-train on different job functions within the department to maintain service levels when staffing is limited or priorities change • Keep abreast of policy and procedure changes through training programs and interdepartmental communications • Perform other duties as needed

🎯 Requirements

• High School Completion required • Comfortable using a laptop, MS Office, Oracle, docSTAR, Storms, and AS400/JDE • 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 the Five9 platform to address inbound callers where necessary • Ability to multitask 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 customer needs

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • Flexible spending • Generous paid time off • Sponsored volunteer opportunities • 401K with a company match • Free access to all of our online programs