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B2B Student Advocate

Position Summary

The B2B Student Advocate will respond to student/alumni/client needs via phone, email, text and chat. The B2B Student Advocate will respond to contacts in a way that exhibits a delight to serve and to motivate. The Advocate will operate with the understanding that the student success drives positive client outcomes and positive client outcomes build loyalty. This Specialist will also possess a professional maturity that positions them to gain student trust and client loyalty to help in growing the existing B2B business. Finally, this Specialist will perform tasks that are ancillary to the daily phone, email and chat functions in order to achieve a positive outcome for the student and the B2B client.

Essential Functions

  • Accurately process/verify enrollments through various channels.
  • Create LPP Client setups and manage LPP changes; i.e. Admissions, Pricing, Contract changes.
  • Use active listening skills to identify customer needs and further enhance the B2B relationship by providing this feedback to Client Experience Team if necessary.
  • Coordinate with Client Experience Team to complete client specific projects including outcomes call/email campaigns, progression outreach, contact outstanding leads or other client specific needs.
  • Meet or exceed Quality Scorecard Metrics and deliver exceptions service in all levels of customer communication.
  • Routinely demonstrate sound judgement, a pro-active nature and an exceptional ability to problem solve
  • Follow established Penn Foster policies and procedures
  • Handle all communications in a professional and courteous manner
  • Must adhere to performance requirements as established by Management
  • Performs other duties or responsibilities as required or requested

Skills & Abilities

  • Education: High School Completion required. Some college or skills based training or certification preferred.
  • Experience:
    • AS400 Enrollment/ Navigation a must.
    • Customer Service experience; B2B service experience a plus 
  • Computer Skills: Comfortable with laptop, Five9 Phone, MS Office, Oracle, docSTAR, Storms, AS400/JDE
  • Additional Requirements:
    • Passionate advocate of education.
    • Demonstrate a desire to evolve professionally as the B2B Business evolves and grows.
    • Must be flexible with learning new job functions
    • Ability to work variable shifts if necessary
    • Willingness to work from home when the business needs dictate.
    • Ability to work within a team.
    • Ability to drive issues to closure.
    • Willingness to use Five9 platform to address inbound callers where necessary.
    • Ability to multi-task and work efficiently
    • Excellent written and verbal communication skills.
    • Acute active listening skills.
    • Demonstrates empathy, respect and understanding of the needs of our customers.
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