Student Success Associate

3 weeks ago

Mountain View, United States TCWGlobal Full time
Job DescriptionJob Description

Student Success Associate

Remote- CDT timezone preferred

Full Time hours

Pay rate: $31-$33/hour (weekly pay)

Temporary assignment: will end in December, 2024

Position Summary:

As the Student Success Associate you will be part of a team responsible for reinventing the online degree experience and expanding access to learners worldwide. You will focus on four main categories: 1) supporting students proactively and reactively, escalating to the appropriate teams (internal or external) where necessary and ensuring students issues are resolved expeditiously, 2) monitor and drive continuing student enrollments through success coaching, communication campaigns and sharing key trends / insights, and 3) maintaining student data (e.g. program plans, enrollment data, knowledge base of the AI bot, etc.) and 4) proactively identifying opportunities for optimizing workflows, student support tooling and best practices.

The Platform Services team creates systems and solutions to help learners and administrators meet their goals. You are expected to partner closely with other learner / degree student support teams both internally and externally to ensure students are having a positive experience and are able to persist term to term until degree completion. Your main goal is ensuring students feel supported, which then positively impacts student success.

Responsibilities:

  • Provide reactive support and problem-solving to programmatic / policy-related queries.
  • Properly escalate all incoming student queries to the appropriate internal and/or external contact, when necessary. If the issue is escalated, ensure timely resolution.
  • Monitor student performance and proactively support / intervene with at-risk students through success coaching and problem-solving where appropriate.
  • Send a high volume of texts, calls and emails via our provided software to degrees students for proactive support, intervention, and follow up.
  • Maintain student data to drive accurate visibility into expected metrics and performance, and share trends / insights where possible.
  • Maintain AI knowledge bot with programmatic, policy, and platform information to ensure accurate information and proper escalation.

Basic Qualifications

  • 1 - 3 years of experience in customer support and/or providing student services such as student advising, student affairs, orientation/new student programming, academic support or career counseling.
  • Experience in a high contact environment (i.e. calls, texts, and emails), both with proactive outreach and reactive support.
  • Experience with using a CRM (e.g. Salesforce) and/or a student information system (SIS), especially with understanding the infrastructure and reporting.
  • Technical proficiency with managing and analyzing data in spreadsheets (e.g. pivot tables,VLOOKUP in Excel/sheets, etc.).
  • Expert with professional communication and complex problem-solving skills.
  • Must be able to effectively work remotely.

Preferred Qualifications:

  • Experience with post-secondary education / higher education environment
  • Proficient with leveraging success coach best practices for problem-solving complex issues, time management and overcoming objections
  • Experience with building effective outreach campaigns through various channels (e.g. text, email, phone), with strong engagement metrics
  • Thrives in a metrics-driven environment, with clear objectives and expected outcomes
  • Strong skills in process optimization, data maintenance and reporting.
  • Incredible perseverance and drive, manifested in a strong work ethic and a willingness to roll up your sleeves and do whatever needs to be done

TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.

#LI-KR1


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