Job Details
If you're looking for the chance to learn, grow, and make a contribution to the community, look at employment opportunities with Full Sail University. You'll find your choice of career opportunities, great benefits, an environment that welcomes and values creativity, and a work experience that is both challenging and rewarding!
Full Sail University's Student Advocacy Team is a specialized support team providing service to students defined as being "At Risk." Student fall into an "At-Risk" category based on their academic performance and other indicators that may impact their overall ability to succeed academically. A Student Advocate must be able to accurately advise students on policies and procedures regarding academic performance, financial aid eligibility, and course scheduling. Student Advocates work as part of a shared workflow in a fast-paced team environment supporting students through a wide variety of communication mediums.
Essential Duties and Responsibilities:
- Provide accelerated support to assure timely resolution of complex issues to help students continue their educational journey.
- Review each student's unique needs and circumstances to provide customized support that promotes improved retention through adherence to published processes and proper documentation.
- Facilitate strategic outreach (phone calls, texts, emails, face-to-face, etc) to At-Risk students to discuss their status with Full Sail University and review relevant solutions designed to improve their academic performance.
- Display strong written and verbal communication skills, providing excellent customer-service while working through a high-volume workload in a timely manner.
- Take ownership of At-Risk issues while presenting a positive experience to each student.
- Leverage all university and department resources to ensure accuracy and adherence to the organization's standard operating procedures (SOPs).
- Serve as a trainer and mentor to newly hired team members.
Other Responsibilities:- Represent Full Sail University as a brand ambassador by embracing our unique educational model, while maintaining the highest level of integrity, professionalism, and customer service
- Adhere to all department and university policies and procedures, including strict adherence and observance to published phone and compliance guidelines.
- Contribute to the overall success of the department and Full Sail University by performing all other duties as assigned by leadership.
Supervisory Responsibilities: n/a
Competencies:- Ability to interact with students and staff at all levels in a fast-paced environment; Student Advocates should anticipate interacting with hundreds of students over a variety of mediums weekly.
- Exceptional written and verbal communication skills.
- Good listening skills, assertiveness, and enthusiasm.
- Strong organizational, analytical, time management and interpersonal skills.
- Creative problem-solver with strong attention to detail.
- Ability to diffuse escalated situations and resolve student concerns in a compliant and timely manner.
- Ability to deliver outstanding customer service by telephone, e-mail, and other methods.
- Service oriented and actively looks for ways to help people.
- Agile learner with ability to relay updated information accurately and consistently.
- Ability to manage tasks and deliver accurate and courteous service in a time-sensitive environment.
- Ability to maintain highly sensitive, confidential academic and financial information in accordance with FERPA guidelines.
Education and/or Experience:- Minimum one year of customer service/student support experience.
- Previous student support experience on a university-level is preferred.
- Bachelor's Degree preferred or equivalent experience.
Certificates, Licenses, Registrations:
Computer Skills:- Strong communication skills both verbally and in writing through multiple digital communication tools (email, Slack, etc).
- Multi-tasking skills are needed as all Student Advocates are required to answer phones, while navigating through computer systems simultaneously.
- Ability to research situations using all available university databases and resources.
- Comfortable learning new software and navigating cloud-based systems.
- Familiarity with using multi-line phone systems is preferred.
Environmental Factors/Physical Demands:Work is performed in a hybrid remote/call-center environment and may include sitting for extended periods of time. While performing the duties of this job, the employee is regularly required to have the ability to maintain active customer and employee communication; access, input and retrieve information from the computer system; enter alpha-numeric data into a computerized system often while listening on the telephone. May be subject to bending, reaching, kneeling, stooping and lifting up to thirty (30) pounds. Employee must be able to work a flexible schedule including night and weekend coverage as needed.
Full Sail is an Equal Opportunity Employer.