Student Support Advisor, MSW 2U, Inc.
Hours: Tuesday-Thursday 11:30 am - 8 pm, and Friday & Saturday 8:30 am - 5 pm (The hours for this position are subject to change, and require flexible work schedules including scheduled evening and weekend hours.)
What We're Looking For:
In partnership with the University of Southern California, 2U is launching a high quality and innovative Masters Degree in Social Work degreed program delivered online. The mission of the USC School of Social Work is to prepare competent and knowledgeable social work practitioners who can provide leadership in complex and culturally diverse urban settings in regional, national and global contexts.
The Student Support Advisor is responsible for managing student attrition for the MSW program through providing proactive, comprehensive and exceptional customer service.
This position is the critical first line of defense in executing 2U's expected white glove service level for its students, graduates and faculty.
The Student Support Advisor will be assigned a group of enrolled students and is expected to facilitate every need of those students including but not limited to the following:
Providing exceptional service to students with academic, procedural or technical issues
Providing exceptional service to faculty with procedural or technical issues
Corresponding with university staff and internal cross-functional teams to promptly resolve student issues
Conducting Welcome Calls with students immediately upon their enrollment in the program
Assisting in student on-boarding to include online orientation, registration and live training
Maintaining regular communication with assigned students at a minimum of every 2 weeks
Troubleshooting student support issues and coordinate solutions in accordance with all university policies
Handle all incoming communications from students in an expedient and professional manner
Assist students in troubleshooting basic technical issues in the Learning Management System
Identify and refer students to University Academic Advising for additional support
Things That Should Be in Your Background:
Masters of Social Work degree required
Minimum 1-3 years experience working in a service-oriented, customer support or related field
Strong customer service background required. Previous experience providing exceptional customer service in a collegiate or university environment is a strong plus
Familiarity with online learning technology a plus. Previous experience conducting live meetings via the Internet strongly preferred. Must be comfortable using the Internet, web cams and explaining basic operating procedures over the telephone.
Excellent computer skills (Microsoft Office, inclusive of Word, Excel, PowerPoint)
Other Attributes That Will Help You in This Role:
Familiarity with using technology in an educational setting.
Excellent verbal and written communication skills with the ability to communicate in a courteous, tactful, and concise manner
Strong student-centered, customer service focus; commitment to student and faculty satisfaction and success
Ability to work evening hours to support students during peak evening and weekend times
Enthusiasm and the ability to thrive in an atmosphere of constant change
Ability work and contribute in a team environment
Founded in 2008 by a unique team of education veterans with unparalleled experience, 2U, Inc., formerly known as 2tor, Inc., partners with preeminent institutions of higher education to deliver rigorous, selective degree programs online to students globally.
2U supplies universities with the tools, expertise, capital, and global recruiting needed to build and support programs of quality and scale.
Technology: 2U develops state-of-the-art technology platforms that give universities the ability to deliver traditional offline curricula in a unique online learning environment.
Instructional Design: Our instructional designers work closely with faculty to translate classroom courses into a compelling combination of synchronous and asynchronous online and real-world experiences, using the best educational and social technologies available. We work side-by-side with professors to evolve those courses. We make improvements as usage and learning patterns emerge and new technologies become available.
Infrastructure: 2U provides the support infrastructure and the logistical components of our partners? online programs. This includes comprehensive student support services from enrollment through graduation and beyond, as well as practical learning experiences in communities around the world.
Resources: 2U makes an upfront investment of over $10 million in each of our partner programs. By supplying capital and global marketing capabilities, we enable universities to give high-performing students around the world a transformational educational experience.
Since our founding, 2U has partnered with some of the most prestigious research universities to deliver groundbreaking online degree programs. You can read about our partners here (www.2U.com/partners).
And if you?re ready to help our team (www.2U.com/team) build the next great movement in higher education, consider joining us (www.2U.com/careers).
Why It?s Great to Join Our Team
There are plenty of reasons, but here are a few:
Benefits ? at 2U we offer a great benefits package including medical, dental, vision, life insurance, disability and 401k. We also offer paid time off and company holidays. That?s not all! Employees receive a 100% paid tuition benefit for themselves, their spouse and their legal dependants.
Our Culture ? We are a highly energetic, innovative start-up company with room to grow. We don?t take ourselves too seriously, and strive to maintain a casual, professional and highly productive work environment for our team. 2U employees enjoy many perks, including the ability to wear jeans to work every day.
Note: The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities from time-to-time, as needed.
2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans' status, or any other classifications protected by applicable federal, state or local laws. 2U?s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits, pay, and dismissal.
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