Customer Care Representative

Company Description

About Walden University

Walden University, an Adtalem Global Education institution, supports a diverse community of adult learners from across the U.S. and other countries, who seek to achieve their academic goals and make positive, lasting social change in their professions and communities. Walden offers more than 100 online degree and certificate programs, for students pursuing a bachelor's, master's, doctoral or certificate. Walden University has graduated more than 174,000 students and is accredited by the Higher Learning Commission.

We operate on a hybrid schedule with four in-office days per week (Monday–Thursday). This approach enhances creativity, innovation, communication, and relationship-building, fostering a dynamic and collaborative work environment.

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Job Description

Opportunity at a Glance

The Representative is responsible for providing excellent support to online customers via phone, email, and chat. The Representative will work in a small team environment that support customers with their product inquiries, financial service issues, technical support needs, website navigation, and registration. The Representative is an expert in the online learning environment and walks learners through the beginning process of their online experience including registration and classroom navigation. The Representative also works to improve the customer experience by assisting with website updates and implementation of new technologies or features.

Responsibilities

• Provide outstanding "concierge-level" customer service via phone, email, and live chat.
• Troubleshoot customer technical issues and coordinate solutions across service and business units. Identify and escalate service issues to Tier 2 teams and supervisors as needed.
• Play a significant role in creating customer service best practices and improving service levels. Some project management duties to help improve service delivery.
• Help execute tactical approaches to improve service levels across the organization. Help ensure smooth daily service operations of the team.
• Ensure organizational policy and procedures are followed regarding security and confidentiality pertaining to the collection and/or use of Personally Identifiable Information (PII).
• Strictly adhere to organizational procedures regarding security and confidentiality of financial and FERPA protected information.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• Bachelor's Degree Preferred
• 1+ year Experience working in a service-oriented environment, technical support, or related field.
• Experience in collecting and handling financially sensitive information in the strictest confidence.
• Familiarity with online learning technology is a plus.
• Incumbents will be evaluated, in part, based on performance of each essential function.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• Must have a strong commitment to education. Ability to multi-task and work across multiple systems and screens.
• Excellent verbal and written communication skills required. Strong knowledge of Microsoft Office Suite. Strong computer and technical support skills.
• Ability to successfully resolve student issues from request through resolution.
• Ability to de-escalate upset students. Effectively work with multiple databases and student platforms.
• Skilled at connecting and building rapport with students from diverse backgrounds.
• Creative, innovative, able to work independently and in a team environment.
• Ability to adapt to new and rapidly changing situations.
• Ability to work flexible hours to support variable volume.

Additional Information

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $17.15 and $28.18. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits.

Adtalem offers a robust suite of benefits including:

• Health, dental, vision, life and disability insurance
• 401k Retirement Program + 6% employer match
• 15 Days of Paid Vacation Days each Calendar Year
• 12 Paid Holidays + 2 floating holidays

For more information related to our benefits please visit:

Equal Opportunity – Minority / Female / Disability / V / Gender Identity / Sexual Orientation