Advising Support Representative

Overview

The Advising Support Representative is responsible for delivering a high-quality experience for students throughout their time at Capella University. Through phone and chat support, you will empower learners to proactively manage their program, provide them with tools and resources for success, and help remove obstacles. This role requires extensive knowledge of university policies, academic plans, financing options, and student resources.

You will work with students across all programs, degrees, and formats, requiring strong critical thinking, decision-making, and the ability to navigate complex learner situations.

Responsibilities

Student Support

• Support student requests regarding academics and learner records from first course through graduation

• Provide exceptional service that leaves a lasting, positive impression

• Proactively inform learners of important milestones and promote coach connections

• Educate learners on self-service resources to build independence

• Respond to learners via phone, voicemail, email, chat, and casework

• Use tools such as Salesforce, Campus Solutions, InContact, SharePoint, Pinnacle, ScheduleOnce, and Microsoft Office to manage data and tasks

• Create, manage, and resolve casework within assigned SLA

• Support outbound call campaigns as needed

Internal Engagement and Support

• Manage and engage in internal communication channels (Outlook, Teams, web-based meetings)

• Adhere to schedules and plan time off to minimize impact on students and team

• Partner with coaches and departments to resolve student requests

• Participate in meetings, share feedback, and contribute to team improvements

Training and Development

• Participate in coaching sessions, training, and quality reviews

• Stay up to date on internal resources, updates, and communications

• Develop subject matter expertise in advising-related processes

• Mentor colleagues and demonstrate SEI’s leadership behaviors

Process Improvement and Project Support

• Identify and recommend improvements to processes and procedures

• Evaluate priorities effectively to complete the right tasks

• Make timely decisions in ambiguous situations

• Complete assigned projects with diligence and accuracy

Qualifications

• High school diploma required; some college preferred

• 1+ year of professional experience with strong communication and customer service skills

• Excellent verbal, written, and active listening skills

• Ability to resolve complex customer issues with autonomy

• High attention to detail and accuracy

• Strong organizational skills with the ability to manage multiple priorities

• Proficiency in Microsoft Office and systems such as Salesforce and Peoplesoft CRM

• Calm, professional demeanor under pressure

• Strong initiative, follow-through, and relationship-building skills

Additional Requirements

• Ability to travel up to 10% of the time

• Able to lift 25 lbs and work more than 40 hours per week as needed

• Mobility within an office environment; travel by plane, car, or metro may be required

• Reliable attendance and punctuality

Benefits

SEI offers medical, dental, vision, life, and disability plans for employees scheduled 30+ hours per week. Additional benefits include well-being incentives, parental leave, PTO, paid holidays, FSA/HSA, 401(k), Employee Stock Purchase Plan, tuition assistance, entertainment and retail discounts, and overtime pay for eligible non-exempt employees.

Equal Opportunity Statement

SEI is an equal opportunity employer committed to fostering an inclusive and collaborative culture. We welcome applicants from all backgrounds and experiences. The actual pay offered will vary depending on skills, experience, business needs, and location.