Sr Coordinator, Student Services Operations (Weekend/Overnight Shift)

Company Description

About Walden University

Walden University, an Adtalem Global Education institution, supports a diverse community of adult learners from across the U.S. and other countries, who seek to achieve their academic goals and make positive, lasting social change in their professions and communities. Walden offers more than 100 online degree and certificate programs, for students pursuing a bachelor’s, master’s, doctoral or certificate. Walden University has graduated more than 174,000 students and is accredited by the Higher Learning Commission.

Visit WaldenU.edu for more information, and follow on Twitter, Instagram, Facebook, Instagram and LinkedIn.

Job Description

Opportunity at a Glance:

Shift/Schedule- Friday-Monday 12 AM EST to 11 AM EST.

Sr. Coordinator, Student Support are the lead coordinator for the Customer Care Team. The Sr. Coordinator is responsible for providing support to representatives who assist online students via phone, email, live chat and SMS. Sr. Coordinators are the primary point of contact for representatives and are responsible for providing subject matter expertise across various tier 1 content areas. They assist representatives with questions and help representatives navigate processes and procedures to respond to student questions accurately and efficiently. Sr. Coordinators are responsible for content training, creating training support materials and onboarding new hires. As content experts, Sr. Coordinators also identify student trends and provide recommended solutions/improvements to leadership to help improve the student experience. 

Responsibilities:

• Works closely in a team environment to provide outstanding “concierge-level” customer service via phone, email and live chat within Service Level Agreements (SLAs).
• The subject matter expert on Tier 1 processes and procedures for specified content area.
• Assists representatives with questions and helps representatives navigate academic processes and procedures to respond to student questions accurately and efficiently.
• Manages and updates content specific training materials and audits training materials to ensure accuracy.
• Identifies student trends and provides recommended solutions/improvements to leadership.
• Facilitates small team meetings and creates topic agendas for each meeting.
• Troubleshoots student support issues and coordinates solutions across internal departments.
• Receives and resolves escalated service issues from representatives.
• Works with Tier 2 teams to resolve student issues and to document student trends.
• Plays a significant role in creating customer service best practices and improving service levels.
• Helps train and onboard new team members.
• Works on projects to improve service delivery each term.
• Is the liaison to CCT Operations team and represents CCT as a change champion/user tester for new technologies.
• Helps formulate innovative approaches to improve service levels across the organization.
• Ensures organizational policy and procedures are followed regarding security and confidentiality pertaining to the collection and/or use of Personally Identifiable Information (PII), including following FERPA policies.
• Completes other duties as assigned.

Qualifications

• Shift/Schedule- Friday-Monday 12 AM EST to 11 AM EST.
• Bachelor's Degree.
• 3 years' experience working in a service-oriented environment, technical support, or related field.
• Familiarity with online learning technology is a plus.
• This position requires an individual who has excellent problem-solving abilities and effective follow through related to providing solutions to routine questions and problems. This includes the ability to be organized and work with people to effectively solve problems.
• Must have a strong commitment to education.
• Strong problem solving and time management skills.
• Ability to multi-task.
• Excellent verbal and written communication skills required.
• Strong leadership skills.
• Strong knowledge of Microsoft Office Suite.
• Strong computer and technical support skills
• Ability to successfully resolve student issues from request through resolution.
• Effectively work with multiple databases and student platforms.
• Ability to be self-motivated and work in a self-directed role
• Creative, innova