Tier 1 Education Specialist

Tier 1 Education Specialist

A Tier I Education Specialist will act as a liaison, provide services, information, and resolve any emerging problems that the students may face with accuracy and efficiency. This is not a passive customer service role where the representative responds to student inquiries. Instead, it is an active advocacy role where the representative is tasked with gathering information from the student, following up with probing questions that will help the representative discover the student’s stated and unstated needs.

A Tier 1 Education Specialist will handle calls/emails/chats from current and potential students verifying student identity before answering questions or solving issues on a wide range of student concerns. These include, but are not limited to, applying to a school, enrolling at both the school and class level, providing direction and support with regard to academic issues and staying within the defined scope of support. Successful candidates will be trained on Tier II level support after 90-120 days of evaluated performance.

Responsibilities

• Identify and assess students’ needs to achieve student satisfaction
• Take the extra mile to engage student with probing questions
• Use tools and resources to research and resolve student issues
• Achieve and maintain performance at the defined level of quality assurance
• Handle student complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Follow communication procedures, guidelines and policies
• Adhere and comply with Family Educational Rights and Privacy Act (FERPA)

Skills/Abilities

• Passionate about helping others achieve their educational and career goals
• Display critical skills by responding to student inquiries effectively, efficiently and accurately
• Proficient computer/technology skills – Windows, Office Suites (Microsoft and/or Google Suite), Communication and Collaboration tools (Chat, Zoom, Google and/or Google Meet) OR
• Basic proficiency with MS Office, web browsers and other applicable systems
• Ability to adapt and respond to a diverse audience
• Excellent communication, interpersonal, and organizational skills, with attention to detail
• Ability to multi-task, prioritize, and manage time effectively
• Ability to work independently and in a team environment

Requirements

• Must be able to attend in office training. Training hours are M-F 8am-5pm and scheduled for up to four weeks of classroom instruction
• Pass the Test Gorilla pre-hire assessment with 70% or better
• High school diploma or GED required/some college preferred
• Spanish Bilingual not required but preferred
• Ability to meet attendance requirements; training and production
• Minimum one year call center experience in customer service, relationship management or sales consultation
• Demonstrated knowledge, skills, and abilities to ensure that all key performance indicators on individual performance scorecard are met
• Successful Tier 1 Education Specialists that meet criteria will advance to a Tier 2 Education Specialist position

Job Type: Full-time

Pay: From $15.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application Question(s):

• Can you navigate multiple screens? (Deal Breaker)
• This job uses 2 monitors. Can you navigate through dual monitors? (Deal Breaker)
• Can you commute to the office at 21410 N. 19th Ave., Phoenix AZ 85927?(Deal Breaker)

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 2 years (Required)
• Call center: 1 year (Required)
• Student Services: 1 year (Required)
• Computer skills: 3 years (Required)
• Auto Dialer: 1 year (Required)
• Data entry: 1 year (Preferred)

Work Location: One location

Salary : $16 - $-1