IGP Student Success Advisor at 2U

What We’re Looking For:

The Student Success Advisor is responsible for managing student attrition through providing proactive, reactive, comprehensive and exceptional customer service to students on our Masters Programs. This position is the critical first line of defense in executing 2U’s world class service level for its students, graduates and faculty. The Student Support Advisor will be assigned a group of enrolled students and is expected to facilitate every need of those students including but not limited to the following:

Responsibilities Include, But Are Not Limited To:

Student Support and Service

• Assisting in student on-boarding to include online orientation, registration and live training, as well as conducting Welcome Calls with students immediately upon enrollment.
• Provide fast, effective support and personalised communication to student queries via email, phone, and on the online discussion forums.
• Utilise an in-depth understanding of the technical functions of the Online Campus to guide a student in navigating the course.
• Troubleshooting student support issues and coordinate solutions in accordance with all university policies, to include basic technical issues in the LMS.
• Provide an assessment of critical situations and determine when escalation is required via pre-defined channels and follow up to ensure resolution within Service Level Agreement.
• Identify and refer students to University Academic Advising for additional support.
• Ensure Fast, Friendly, Accurate, Professional, Comprehensive delivery of service for a world-class customer experience.
• Communicate effectively in both written and verbal forms to University stakeholders, students and internally.
• Internally provide regular scheduled communications and program deliverables.
• Provide assessment of critical situations and determine when escalation is required.

Course Delivery

• Problem solve when faced with critical situations and determine when escalation is required.
• Self-manage workload through the use of data and metrics to drive efficiency in order to meet defined KPIs and participate in regular qualitative coaching and development feedback.
• Remain up-to-date on departmental processes and resolution procedures through ongoing training and development.
• Empowered to be adaptable in every situation and to empower others.

Retention and Recovery

• Successfully retain students by understanding their needs and be knowledgeable on effective strategy to deploy in various scenarios.
• Manage student retention through providing proactive, reactive, comprehensive and exceptional customer service.
• Accountable for student retention and credit goals. Implement strategies as directed to positively impact key metrics (i.e.: graduation rates, student satisfaction, student retention goals, and credit generation).
• Analyze program and student data to estimate credit pacing, raw credit productions including intuitive reasoning to forecast appropriately.

Things That Should Be In Your Background:

• Minimum 2 years’ experience working in a service-oriented, customer support or related field.
• Strong customer service background required. Previous experience providing exceptional customer service in a collegiate or university environment is a strong plus.
• Familiarity with online learning technology prefered.
• Excellent computer skills (Microsoft Office, inclusive of Word, Excel, PowerPoint).

Other Attributes That Will Help You In This Role:

• Familiarity with using technology in an educational setting.
• Excellent verbal and written communication skills with the ability to communicate in a courteous, personal, tactful, and concise manner.
• Strong student-centered, customer service focus; commitment to student and faculty satisfaction and success.
• Ideal candidate has a passion for building and maintaining relationships with their team and the students.
• Flexibility to work scheduled evening or weekend hours, 2-3 times a week, to support students during peak evening and weekend times.
• Enthusiasm and the ability to thrive in an atmosphere of constant change.
• Ability to work and contribute in a team environment.