Job Description
The Advising Support Representative is responsible for providing a high-quality experience to Capella University students from their first course through graduation. This role delivers support via phone and chat, helping learners proactively navigate their academic programs, access essential resources, and overcome challenges. Success in this role requires broad knowledge of university policies, academic programs, financing (including financial aid and billing), and strong critical thinking to resolve complex student situations.
Essential Duties & Responsibilities
Student Support
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Respond to learner requests on academics, records, and general university information.
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Proactively communicate key program milestones and connect learners with academic coaches.
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Educate students on self-service tools to build independence.
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Use multiple systems (Salesforce, Campus Solutions, InContact, SharePoint, MS Office, etc.) to manage cases, document interactions, and resolve requests.
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Support outbound call campaigns as needed.
Internal Engagement
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Actively participate in team meetings and 1:1s with leadership.
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Collaborate with coaches and other departments to resolve student issues.
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Manage time-off planning to minimize service disruption.
Training & Development
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Engage in ongoing training, coaching, and quality reviews.
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Stay current on university processes and resources.
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Mentor peers and contribute to team knowledge growth.
Process Improvement
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Identify and recommend enhancements to improve the student experience.
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Prioritize effectively and make timely decisions in ambiguous situations.
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Contribute to project assignments as required.
Qualifications
Education:
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High school diploma required; some college preferred.
Experience:
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1+ years in a professional setting with strong customer service and communication skills.
Skills:
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Strong verbal and written communication.
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Critical thinking and decision-making ability.
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High attention to detail and organization.
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Proficient in Microsoft Office Suite and CRM systems (Salesforce, PeopleSoft).
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Ability to manage multiple demands in a fast-paced environment.
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Calm under pressure with a professional demeanor.
Other Requirements
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Ability to lift up to 25 lbs.
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Travel by plane, car, or metro may be required.
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Must be able to work more than 40 hours/week if business needs dictate.
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Regular, reliable attendance is essential.
Benefits
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Medical, dental, vision, life, and disability insurance (30+ hours/week).
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Well-being incentives, parental leave, paid time off, and paid holidays.
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Tax-advantaged accounts (FSA, HSA).
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401(k) with employer match and Employee Stock Purchase Plan.
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Tuition assistance.
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Entertainment and retail discounts.