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Advising Support Representative ID-8518

The Advising Support Representative is responsible for creating a high-quality experience for learners throughout their experience at Capella University. Through phone and text support, they empower learners to think proactively about their program, equip them with the necessary tools and resources to be successful, and assist in removing roadblocks. These interactions will require extensive knowledge relating to all university policies, programs, academic plans, financing including financial aid and billing, and general questions about the university.
Since this role works with learners in all programs, degree levels, and learning formats, it requires extensive university knowledge and familiarity with university and team-specific resources. Strong critical thinking and decision-making skills are essential to evaluate and triage ambiguous or complex learner situations.
The role will meet established objectives for phone and schedule metrics. As business needs dictate, individuals in this role may be trained on similar types of functions to support other teams within the department.

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Essential Duties & Responsibilities:

 

Learner Support

  • 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).

  • Supports outbound call campaign efforts according to the needs of the organization.

 

Internal Engagement and Support

  • Effectively manages and engages in internal communication channels, including Outlook, web-based meeting platforms, and Microsoft Teams.

  • 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, challenges, and ideas.

  • Develops strong business acumen that supports effective decision-making and alignment with the best interests of the learner and the company.

 

Training and Development

  • 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, updates, 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.

 

Process Improvement and Project Support

  • Drives new ideas and ways of doing things by identifying, communicating, 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

 

 

 

Job Skills:

  • Demonstrates integrity and demands high standards for themselves and their team.

  • Punctuality and effective time management skills.

  • Ability to adhere to and follow a set daily/weekly schedule.

  • Excellent active listening, verbal, and written communication skills with the ability to interact effectively with senior management levels.

  • Ability to handle complex customer resolution issues, applying information and policies and assessment of unique circumstances; and resolving with a reasonable level of autonomy.

  • Displayed success in achieving and sustaining objectives and performance metrics.

  • Ability to maintain a high degree of accuracy and attention to detail.

  • Organizational skills—ability to prioritize, manage multiple demands, and present information in a clear and concise manner.

  • Strong technological skills and aptitude.  Includes skills in the Microsoft Office Suite, applied expertise accessing the internet or systems-based information, such as Salesforce, Peoplesoft CRM, and other education-related software and internet applications.

  • Demonstrated ability to remain calm under pressure and maintain a professional demeanor.

  • Excellent relationship-building, customer service, and problem-solving skills.

  • Exhibits a high degree of initiative and follow-through.

 

 

 

Work Experience:

 

  • 1+ years of experience working in a professional setting leveraging strong written and verbal communication in addition to solid customer service skills.

 

 

 

Education:

  • High school diploma required.  Some college experience is preferred.  

 

 

 

Other:

  • 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.

  • Effectively communicate, both up and down the management chain.

  • Effectively cope with stressful situations.

  • Strong mental acuity.

  • Regular, dependable attendance and punctuality are essential functions of this job. 

  • Other essential functions and marginal job functions are subject to modification.

 

SEI offers a comprehensive package of benefits to employees scheduled 30 hours or more per week. In addition to medical, dental, vision, life and disability plans, SEI employees may take advantage of well-being incentives, parental leave, paid time off, certain paid holidays, tax saving accounts (FSA, HSA), 401(k) retirement benefit, Employee Stock Purchase Plan, tuition assistance as well as entertainment and retail discounts. Non-exempt employees are eligible for overtime pay, if applicable.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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