The support specialist is the first point of contact for any student who has a question or a concern with our offerings. They have many responsibilities like answering inbound phone calls, addressing students’ questions about the programs, and processing payments or returns.
General Job Description:
Maintaining a positive, empathetic, and professional attitude toward students at all times.
Responding promptly to prospect and student inquiries.
Communicating with students through various channels.
Acknowledging and resolving student concerns.
Knowing our offerings inside and out so that you can answer questions.
Processing registrations, forms, and requests.
Keeping accurate and up-to-date records of customer interactions, transactions, comments, and concerns in our CRM database.
Communicating and coordinating with colleagues as necessary.
Providing feedback on the efficiency of the student support process.
Performing other duties as assigned
Key Performance Indicators:
Are you checking AND unchecking the workflow checklist?
Are the quality of your responses good?
Are the data entries you write in CRM thorough?
Did you write next follow-up and when?
Did you enter correct fields in CRM?