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Role: Student Support Specialist

Updated: Sep 26, 2023

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?

  • Self-assessment form







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