Job Description
The primary focus of the Student Experience Specialist role is to answer all incoming calls to our MedCerts Customer Support line to help student learners reach their goals and make a difference in the lives of thousands each year. Someone to field inbound calls for students looking for assistance and guide them in the right direction for a quick solution. Additionally working with potential learners and guiding them to develop an understanding of our program and connecting learners with enrollment. MedCerts promotes a culture of accountability, integrity, and collaboration where our team members have an opportunity to develop and grow professionally.
GENERAL DUTIES AND RESPONSIBILITIES
- Maintain high levels of student satisfaction Â
- Maintain accurate documentation of all interactions within Salesforce
- Fielding a high number of calls for quick resolution or next level transfer to appropriate departments
- Strategic thinking to ensure prompt resolution of issues Â
- Respond to student requests in a timely mannerÂ
- Meet or exceed assigned performance metricsÂ
- Utilize and navigate internal systems to answer student inquiries
- Utilize Salesforce to manage a successful pipeline of prospective and current students to the right department.
REQUIRED QUALIFICATIONS
- Experience with Microsoft Office software (Word, Outlook, Excel, PowerPoint)
- Professional communication skills.
- Call Center Customer Support experience- Minimum 2 years High Volume
- Experience with CRM software required (Salesforce preferred)
- At least one year of experience in a customer support roleÂ
- Ability to understand the needs and challenges faced by student learnersÂ
- Ability to communicate effectively through multiple channels and across departments in both written and oral formsÂ
- Strong interpersonal, problem solving, and customer service skillsÂ
- Genuine want to help students start and continue their educationÂ
- Ability to work independently with a sense of urgency, and set goalsÂ
- Ability to adapt to working with individuals of various backgroundsÂ
- Ability to work in an ambiguous environment remaining solution focusedÂ
- Ability to identify student needs and direct accordingly
- Ability to learn relevant changes and stay current with information
WORKING CONDITIONS
This is a remote position in which work will be completed during standard hours of operation from 9am to 8pm EST Monday through Friday.
Job Type
RegularThe above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.
Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age, or genetics, or any other characteristic protected by law.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
