Job Description

POSITION SUMMARY:

The Client Support Advocate, under the general supervision of Client Support Management, respond to student, sales rep and business client requests by telephone and email. These representatives must be professional and provide quality service interactions to varying categories of students and clients. This position requires individuals to communicate with both internal and external customers and students, and therefore a professional attitude and strong communication skills are a must. 

ESSENTIAL JOB FUNCTIONS:

• Process orders/enrollments through Admissions Portal, Inbound Orders queue and Inside Sales support.
• Verify enrollments through LPP and manually intervene where needed.
• Manually process enrollments through AS400 when applicable.
• Handle inbound and outbound student support calls, client support calls and inbound sales rep calls.
• Receive and process B2B Oracle email.
• Resolve student and client problems/complaints concerning shipments, payments, exam inquiries and other service related issues.
• Work with Client Success Team to resolve requests for students and clients.
• Cross-train on different job functions within the department to ensure no lapse in service level occurs when staffing is limited, when priorities change or when other scenarios occur.
• Keep abreast of changes in policies and procedures through active participation in training programs and interdepartmental communications.
• Perform other duties as needed.

KNOWLEDGE, SKILLS, ABILITIES:

EDUCATION: High School Completion required

EXPERIENCE: AS400 Enrollment/ Navigation a must.

Customer Service experience; B2B service experience a plus 

COMPUTER SKILLS: Comfortable with laptop, MS Office, Oracle, docSTAR, Storms, AS400/JDE

ADDITIONAL REQUIREMENTS:

• Passionate advocate of education.
• Self-starter.
• Ability to work within a team.
• Ability to drive issues to closure.
• Ability to use a laptop.
• Willingness to use Five9 platform to address inbound callers where necessary.
• Ability to multi-task and work efficiently
• Excellent written and verbal communication skills.
• Ability to command an authoritative, yet friendly and engaging phone presence.
• Acute active listening skills.
• Demonstrates empathy, respect and understanding of the needs of our customers.

EQUAL EMPLOYMENT OPPORTUNITY:

At Penn Foster we are proud to be an Equal Employment Opportunity employer. We are committed to creating a work environment that embraces and celebrates diversity. We do not discriminate based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other status protected under federal, state, or local law.

ABOUT US:

At Penn Foster, we are dedicated to helping over 300,000 students each year achieve their goals through affordable, accessible, career-focused learning. Our mission has remained the same since 1890: to enhance the lives of our students and clients through the acquisition of skills and credentials that can help them work toward their career and life goals. Backed by Bain Capital Double Impact and together with our extensive partner network of leading employers, community-based organizations, and academic institutions, we close skills gaps and are building a workforce that’s prepared for the future job market. We aim to help businesses thrive by mobilizing their individual workers and energizing communities with opportunities for growth and progress. We are proud to play a role in the success of over 80% percent of our graduates that see improvement within their careers, as they inspire us to keep finding new ways to further our reach and broaden horizons. Join the Penn Foster movement and start working toward a better future today.

WHAT WE OFFER:

We offer a competitive base salary, plus a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, parking & commuter benefits, a 401K with a company match, plus free access to all of our online programs.

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