Student Advisor

Company Summary

Learning Network is a growing, innovative, and customer-centric educational technology company. We seek creative and tenacious individuals to help us deliver on our proven system of driving success through service.

Service is at the heart of what we do. At Learning Network, you will be among real people who care, about their customers and their colleagues. In our system, we prioritize service by making sure the details are done and done well - every time. We make promises and we keep those promises. We recognize that our students and families don’t have to choose us. Thus, service is the bedrock of everything we do. It’s embedded deep within our culture. White-glove service with a smile is an expectation of every employee.

At Learning Network, you’ll be a part of a system that works. You’ll learn and then implement that system making you and us special in the eyes of our students and families. You’ll sleep better knowing you make a difference in the lives of thousands of people. You’ll bring access to our innovative educational model to thousands of students. You’ll do this amongst a supportive community of people who care. In return, you’ll care. You’ll show you care by learning our system, being teachable, and using that system to drive positive academic results. You’ll do this not only by doing your job well but by valuing relationships - with customers and with colleagues. You’ll achieve your goals by helping others achieve theirs.

Working at Learning Network isn’t for everyone. But for those that commit to working hard and who prioritize service, students, and colleagues, it’s an incredibly rewarding experience.

Position Summary

We have an immediate opening for a Student Advisor to provide the highest levels of service and support to both current and potential customers. Our Advisors handle each engagement in a personalized and caring way, providing an exceptional experience for every family in every situation.

As a Student Advisor, you’ll receive inbound calls, texts, emails, tickets, and requests for information from current and prospective students and families. It’s your job to leverage your highly developed interpersonal communication skills to provide a personalized experience in which your goals are accomplished quickly with service that’s second to none. You’ll make outbound calls to families that have requested information about our schools. You’ll educate those prospective students and parents, help them complete the enrollment process accurately and on time.

This is a full-time position requiring scheduling flexibility as the team coverage extends from early morning into late evening including weekends. This is a work-from-home position.

Job Duties

• Ensure each interaction with every customer is handled with the highest level of ownership, customer service, and quality;

• Demonstrate care for each customer by being courteous and always maintaining a positive attitude;

• Ask thoughtful questions to understand the needs of our students and their families while answering inbound calls from families with questions about their online school;

• Enthusiastically explain the benefits and expectations of our programs while making outbound enrollment calls to families that have requested more information about our programs;

• Patiently guide families through our enrollment process by answering questions, assisting in the application itself and ensuring timely completion while hitting daily productivity, quality, and enrollment goals;

• Teach new students how to use our systems while helping establish healthy educational habits for online learning;

• Maintain accurate and thorough documentation of each interaction;

• Support organizational goals beyond customer service and enrollment by reaching out to families for ad hoc projects including but not limited to student assessment scheduling, event coordination, and community building; and

• All other duties as assigned.

Essential Knowledge, Skills, and Abilities

• Excellent communication skills, both written and verbal;

• Ability to work in a fast-paced, high energy, team environment and juggle multiple tasks;

• Experience in a fast paced environment, with a emphasis on retention and de escalation tactics;

• Able to establish rapport, gain commitment and provide a high level of support to customers;

• Active listening and problem solving skills required to understand customer concerns and help find an ideal solution;

• Achieve daily performance metrics including but not limited to making 80 or more calls per day with greater than 80% quality scores; and

• Meet call quality standards.

Desired Qualifications

1. Bachelor’s Degree or equivalent work experience;

2. Flexible schedule; this includes nights, weekends, and holidays;

3. One (1) year of education experience;

4. Three (3) years of customer service experience;

5. Three (3) years of sales experience;

6. Fluency in Spanish preferred;

7. Experience using Google Office products and applicable software;

8. Experience using Macbooks and Apple products;

9. Experience with Salesforce; and

10. Ability to pass required background checks.

Benefits

• Best-in-class employee recognition platform, powered by Fond

• Employee discount program with instant access to pre-negotiated, best-rate-guaranteed discounts on hundreds of popular products and services from categories like fitness, travel, professional development, home services, entertainment, and more.