Salary: $20 per hour, Hybrid role located in Chandler, AZ
Customer Service, Call Center Role
Position Summary:
Penn Foster Group's Success Advocates leverage point-of-need digital support tools to shepherd high school, career, and college learners through their personalized learning experience. With a focus on driving persistence and program completion, Success Advocates foster a support environment that allows learners to realize their employability, career, and life goals through accessible, affordable, and self-paced learning opportunities.
Essential Job Functions:
Performs all duties in full support of Penn Foster Group's Purpose, Promise, and Principles, understanding that the positive and effective execution of these duties are instrumental to the success and experience of our learners.
Assumes responsibility for promoting a frictionless "one-stop", delightful, personalized, and supportive experience for learners, driving improvement in measured learner progression and completion outcomes and satisfaction metrics.
Leverages omni-channel and/ or multi-channel support tools and technologies to perform inbound and outbound digital and telecommunications with learners and their guardians according to defined service level agreements
Performs data-driven interventions and motivation outreach to support, guide and empower at-risk learners through their learning experience, continually building learner confidence and the development of skills necessary to be advocates for themselves
Works with the Education team to advise learners on program or course selections, motivates and coaches learners to help them achieve their career goals
Assists learners with scheduling instructional and tutoring appointments and navigating self-help resources, such as the learning management system, library and the learning resource center
Establishes and grows effective working relationship with other learner support teams to provide a seamless, timely support experience
Strives for first contact resolution and attempts to de-escalate and resolve challenges impacting the learner's ability to progress
Provides feedback to the Penn Foster Group regarding opportunities to improve the learner experience, serves as a catalyst for support experience improvement
Perform accurate and timely data entry updates to learner profiles in enterprise systems
Manages multi-brand and/ or cross-vertical learner caseloads as needed
Performs other duties as assigned.
Knowledge, Skills, Abilities:
Education: Associates Degree or equivalent experience
Experience:
2-3 years' work experience required
1-3 years' Digital Customer Service Experience preferred
Computer Skills:
Must be able to perform 8 hours of computer work per day
Perform Inbound and outbound digital and/ or outbound phone support
Adept at learning new technologies
Microsoft Office skills required
Five9 call center skills preferred
Ada chatbot experience preferred
Microsoft Dynamics experience preferred
Other Requirements:
Ability to multi-task and work efficiently.
Excellent verbal and written communication skills
Acute active listening skills
Demonstrates empathy, respect and awareness of the needs of our Learners
Must report to site at least three days per week
When working from home, access to consistent, adequate internet connectivity is required
Spanish fluency preferred
About Us:
At Penn Foster Group, we are transforming online learning to help learners by uniting Penn Foster, CareerStep, Ashworth College, James Madison High School, the New York Institute of Photography, the New York Institute of Art and Design, and other education platforms. Together, we create an accelerated path to greater economic mobility through real-world skills and knowledge that enable them to achieve long-term success in the workplaces of the future. Our history dates back to 1890 when our founder, Thomas Foster, pioneered distance education by offering training by mail for coal miners to get the necessary skills for safer jobs. Today, with the partners who use our education and training programs, we continue that mission of providing accessible training and education for in-demand skills and are building a workforce that's prepared for the future job market.
Equal Employment Opportunity:
We strive toward Diversity, Equity, and Inclusion at Penn Foster Group by intentionally building teams that are diverse - in identities, lived experiences, and ideas to create a culture where people feel connected to each other and have a sense of belonging. We value diversity, equity, and inclusion because it is the foundation that enables us to achieve what we set out to do as an organization - from maximizing the number of learners who can reach their goals while giving them the kinds of experiences we want them to have, to becoming the type of company we want to work in.
What We Offer:
We offer a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, a 401K with a company match, plus free access to all of our online programs.