The Student Advocate attends to student needs via phone, email, text and/or chat in a high-volume call center environment. The Student Advocate will proactively take full ownership of the student’s circumstance, maintaining a multi-channel communication toolkit to facilitate student outcomes. In each student interaction, sometimes including escalated scenarios, the Student Advocate will endeavor to remove barriers to student success, driving academic progression and maintaining tuition payments.
This is a Grade C Union position within 50 miles of Scranton, PA.
Essential Job Functions:
Provide personalized service to shepherd students toward graduation
Encourage students to tap into their existing local support systems to promote successful outcomes and leverage the Penn Foster Carrus system to actively partner with students on their path to achievement
Endeavor to instill and sustain hope in achievement for underserved and at-risk students
Assist students in unlocking the latent potential
Assess and address student risk factors (financial, academic, motivational, technological) by leveraging case-by-case relevant aspects of the Penn Foster system
Create shared accountabilities between students and Penn Foster Carrus, via a hospitality-based service methodology rooted in empathy, caring, and action
Routinely demonstrate sound judgment, proactive nature, and exceptional solution-finding skills
Follow established Penn Foster Carrus policies and procedures
Handle all communications in a professional and courteous manner
Represent the Penn Foster Carrus community, making prospective students aware of the opportunities they have for interaction with Instructors, our Student Advocacy network, and other students
Contact students via their channel preference to fully resolve needs/issues
Adhere to performance requirements as established by Management
Performs other duties as required or requested
Knowledge, Skills, Abilities:
Education: High School diploma or equivalent
Experience: Customer-facing roles; Contact Center experience a plus
Computer Skills: Comfortable with MS Office; Ability to learn/adapt to multiple software platforms, comfortable learning and working from home in a remote training/working environment.
Passionate advocate of education
Relational, with the ability to quickly build rapport and be influential
Ability to multi-task and work efficiently
Excellent verbal and written communication skills
Acute active listening skills
Demonstrates empathy, respect and awareness of the needs of our students
Ability to work from home with appropriate internet connectivity
Equal Employment Opportunity:
At Penn Foster Carrus we are proud to be an Equal Employment Opportunity employer. We are committed to creating a work environment that embraces and celebrates diversity. We do not discriminate based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other status protected under federal, state, or local law.
What We Offer:
We offer a competitive base salary, plus a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, a 401K with a company match, plus free access to all of our online programs.
- Pay Type Hourly