As a valued partner with Aquent, you will join a leading institution within the higher education sector. This organization is profoundly dedicated to nurturing student success and retention, offering robust support services that skillfully guide students through their academic and financial journeys, ensuring a truly rewarding educational experience. Your work will directly fuel their mission to empower students and fortify the future of education.
Step into a pivotal role where your expertise will directly shape the academic paths and financial well-being of countless students! This is your chance to make a tangible difference, empowering individuals to achieve their educational aspirations and contributing to the sustained success of a vibrant learning community. You will play an integral role in influencing student retention and success, providing essential guidance that directly impacts their educational trajectory and future.
In this dynamic role, you will be at the forefront of student support, managing high-volume interactions and resolving critical inquiries. You'll be instrumental in guiding students through complex academic and financial processes, ensuring their journey is smooth and successful. Your proactive engagement and empathetic approach will directly contribute to a positive learning environment and foster student achievement.
What You'll Do
- Support high-volume inbound phone calls from active students, addressing inquiries related to registration, financial accounts, holds, and course planning.
- Manage and resolve assigned student case queues and ticketing workflows accurately and efficiently within established turnaround times.
- Execute targeted registration outreach and participate in project-based student engagement campaigns.
- De-escalate student concerns with empathy, clarity, and professionalism, ensuring positive outcomes.
- Document all student interactions, case notes, and escalations accurately across internal platforms.
- Participate in a comprehensive 4-week structured training program and job shadowing to master academic and financial processes.
What You'll Bring
Must-Have Qualifications
- Bachelor's degree.
- At least 1 year of experience in a high-volume call center, contact center, or customer service environment.
- Strong verbal and written communication skills, with the ability to handle challenging or sensitive student interactions professionally.
- Excellent computer literacy and comfort navigating multiple databases/CRMs simultaneously.
- High attention to detail for documentation, case creation, and queue routing.
- Openness to feedback, coaching, and the ability to follow structured decision trees.
Nice-to-Have Qualifications
- Experience with higher education platforms.
- Former Academic or Financial Advising experience at higher education institutions.
This dynamic opportunity offers comprehensive training, including system navigation and hands-on job shadowing, ensuring you are fully equipped to excel. Outstanding performers in this role will also discover exciting potential for conversion into permanent, full-time advising positions as they become available, offering a clear path for career growth and advancement within a supportive and forward-thinking organization committed to its team members' success.
