DeVry Education Group Student Services Rep I in Naperville, Illinois
Responsible for handling all incoming service-related questions and concerns from students currently enrolled in online courses. Supports multiple institution's Student Services Contact Center teams.
Handles all incoming service-related inquiries (including, but not limited to, technical issues, textbook and HUB questions and concerns), via phone and electronic communication avenues within established service metrics.
Provides general information to all students taking online courses and handles general requests such as report card requests, transcript requests, website information, and clearing holds.
Provides follow-up to students with service-related requests as necessary.
Works with the Academic Advising team as needed to ensure all issues and inquiries are handled in a timely fashion.
Attends and satisfactorily completes training certification programs specified for Level 1 SSC.
Consistently meets/exceeds service metrics that are set in place (including, but not limited to service level percentages, call monitoring scores, and right now case resolution).
Complete Level 1 training for all programs (this training and program certification will provide the opportunity to advance to a Level 2.
Must be able to work the following 40-hour schedule.
11:00 to 7:30pm Monday through Thursday, 3:30 - 7:30 Friday and 9:00am to 1:00pm Saturday
Friday and Saturday is work from home plus two additional days.
Assists will special projects as well as other duties as assigned.
Completes other duties as assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactory and in accordance with our core values. Adtalem Global Education strives to be the premier provider of online education by offering superior academic programs, a strong student focus, and services delivered with integrity and accountability. Reasonable accommodations may be made to enable individuals and disabilities to perform the essential functions of this job.
A Bachelor's degree
Customer service experience
Excellent verbal and written communication skills
Proficiency in Excel, Word and keyboard typing
PREFERRED - NOT REQUIRED:
Experience working in a call center environment
Knowledge of academic policies and procedures
We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Thank you for applying for this outstanding opportunity today.
The purpose of Adtalem Global Education is to empower students to achieve their goals, find success, and make inspiring contributions to our global community. Adtalem Global Education Inc. (NYSE: ATGE; member S&P MidCap 400 Index) is a leading global education provider and the parent organization of Adtalem Educacional do Brasil, American University of the Caribbean School of Medicine, Becker Professional Education, Carrington College, Chamberlain University, DeVry University and its Keller Graduate School of Management, Ross University School of Medicine and Ross University School of Veterinary Medicine. For more information, please visit adtalem.com.
Req Number: 2017-91463
Institution: Adtalem Shared Operations
FLSA Status: Non-Exempt
External Company URL: www.atalem.com