Advising Support Representative

The Advising Support Representative is responsible for creating a high-quality experience for learners throughout their experience at Capella University. Through phone and text support, they empower learners to think proactively about their program, equip them with the necessary tools and resources to be successful, and assist in removing roadblocks. These interactions will require extensive knowledge relating to all university policies, programs, academic plans, financing including financial aid and billing, and general questions about the university.

Since this role works with learners in all programs, degree levels, and learning formats, it requires extensive university knowledge and familiarity with university and team-specific resources. Strong critical thinking and decision-making skills are essential to evaluate and triage ambiguous or complex learner situations.

The role will meet established objectives for phone and schedule metrics. As business needs dictate, individuals in this role may be trained on similar types of functions to support other teams within the department.

Ability to adhere to and follow a set daily/weekly schedule.

• Excellent active listening, verbal, and written communication skills with the ability to interact effectively with senior management levels.
• Ability to handle complex customer resolution issues, applying information and policies and assessment of unique circumstances; and resolving with a reasonable level of autonomy.
• Displayed success in achieving and sustaining objectives and performance metrics.
• Ability to maintain a high degree of accuracy and attention to detail.
• Organizational skills—ability to prioritize, manage multiple demands, and present information in a clear and concise manner.
• Strong technological skills and aptitude. Includes skills in the Microsoft Office Suite, applied expertise accessing the internet or systems-based information, such as Salesforce, Peoplesoft CRM, and other education-related software and internet applications.
• Demonstrated ability to remain calm under pressure and maintain a professional demeanor.

Exhibits a high degree of initiative and follow-through.

Must be able to lift 25 lbs.

Typical office setting.

Mobility within the office including movement from floor to floor.

• Travel via plane, car, and metro may be required to perform this job.
• Must be able to work more than 40 hours per week when business needs a warrant.

Access information using a computer.

Effectively communicate, both up and down the management chain.

Effectively cope with stressful situations.

Strong mental acuity.

• Regular, dependable attendance and punctuality are essential functions of this job.
• Other essential functions and marginal job functions are subject to modification.

SEI offers a comprehensive package of benefits to employees scheduled 30 hours or more per week. In addition to medical, dental, vision, life and disability plans, SEI employees may take advantage of well-being incentives, parental leave, paid time off, certain paid holidays, tax saving accounts (FSA, HSA), 401(k) retirement benefit, Employee Stock Purchase Plan, tuition assistance as well as entertainment and retail discounts. Non-exempt employees are eligible for overtime pay, if applicable.