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, 2tor 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 2tor'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
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