Student Support Specialist

Student Support Specialist

Company:

Western Governors University

Job Location:

Category:

Student Affairs and Services

Type:

Full-Time

Job Type: Full time

Job Number: JR-024672

Location: United States

If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Grade: Services 205 Pay Range: $20.33 - $29.51

Job Description

The Student Support Specialist plays a vital role in enhancing the educational experience by researching and resolving inquiries and concerns from students and staff in assigned areas. This position collaborates cross-functionally to address questions related to Student Support Services, ensuring timely and accurate information dissemination. Additionally, the specialist identifies opportunities for process improvement, makes actionable recommendations, and actively participates in solution-focused initiatives aimed at enhancing service delivery and overall support for the student community.

What You'll Do:

• Retains foundational responsibilities and displays expertise across both entry- and mid-level Student Support skills, adapting to meet dynamic operational needs.
• Offers tailored assistance to students and staff across varying skill levels, with a focus on aligning support to current organizational priorities.
• Manages student inquiries via email, phone, and other channels, ensuring clarity, professionalism, and empathy.
• Leverages comprehensive understanding of WGU support systems to resolve student concerns effectively, often achieving single-contact resolution.
• Collaborates with internal teams to enhance student experiences, escalating complex cases as needed to ensure satisfaction and resolution.
• Monitors and addresses any service lapses that may impact students, upholding high standards of reliability.
• Maintains punctuality, confidentiality, and performance expectations, modeling integrity in handling sensitive information.
• Follows internal documentation protocols to log interactions, updates, and communications promptly and accurately.
• Serves as a resource and guide for colleagues, promoting continuous improvement and team success.
• Observes and analyzes processes to identify obstacles, providing solution-driven recommendations to enhance efficiency.
• Performs other job-related duties as assigned.

This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities. The contents of this document or related job requirements may change at any time with or without notice.

Knowledge, Skills, and Abilities You'll Need to Be Successful:

• Demonstrates proficiency of all knowledge, skills, and abilities, of the Student Support Assistant role.
• Proficient in existing systems, including but not limited to Salesforce, Genesys applications, and other systems.
• Strong verbal and written communication skills.
• Ability to keep a professional attitude with staff and students.
• Creative mindset for identifying and recommending new initiatives.
• Detail-oriented.
• Individuals must be able to handle multiple interruptions and be able to multi-task effectively.
• The work is performed under moderate supervision and may require advice and guidance from more senior personnel in the same area.
• May provide minimal guidance and assistance to new or entry level employees.

Minimum Requirements:

Education:

• High School diploma or equivalent.

Experience:

• 2 or more years of experience in student support or in high-volume customer support

Work Schedule/Environment:

• Schedule: 5-day workweek; Employees will have two days off per week: Sundays and one additional weekday (Tuesday, Wednesday, Thursday, or Friday).
• Hours: Weekdays are 8:00 AM - 5:00 PM MT and Saturdays are 8:00 AM - 2:30 PM MT.
• Environment: This is a home office role centered on live support, with the majority of the day spent managing real-time interactions through a phone queue and responding to email cases.

Preferred Qualifications:

• Associate's degree in a related field
• 1 or more years of customer services or contact center experience.

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.

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