Student Operations Specialist

Employer: Guild Education

Guild Education is hiring Student Operations Specialists to support our Student Operations teams. In particular, we are looking for individuals who have attention to detail, a strong work ethic, and the ability to be flexible in a constantly changing environment. The ability to communicate and effectively work cross-functionally with the team and leadership is also critical to being successful!

We have a few teams within our Student Operations Department:

As a Student Operations Specialist, Support, you will:

  • Communicate with students through live chat, email, and incoming phone support. (Phone support coming end-of-year 2021)
  • Support students who submit tickets via email and Zendesk and utilize chat to resolve their issues and connect them to the correct next steps
  • Manage a volume of 20-60 student tickets per day while maintaining client service level standards and high quality of response
  • Use various tools like ZenDesk (tickets and chat), Salesforce, and Looker to better engage with our students

As a Student Operations Specialist, Escalations, you will:

  • Communicate with students and Guild employees through support tickets submitted via Zendesk
  • Independently manage, track and triage an average of 50+ tickets daily 
  • Coordinate with cross-functional partners to further investigate and reach a resolution on escalated tickets 
  • Use tools like Zendesk, Salesforce, and Looker to fully investigate and resolve escalated tickets

As a Student Operations Specialist, Application Review and Transcripts (“ART”), you will:

  • Support students and student-facing teams in a role primarily focused on reviewing students’ applications for eligibility (program and employee), completeness (documents and self-reported information), and qualification within the Service Level Agreement (SLA) timeline of the employer or academic provider. 
  • Order transcripts on behalf of students, tracking takeaways to help improve the efficiency and overall success of this service.
  • Be a subject matter expert (“SME”) in academic partners you will primarily work with, ensuring students are processed accurately, while also staying familiar with the schools you do not “own” in order to better support your teammates.
  • Work autonomously and entirely behind the scenes (no direct interactions with students)

As a Student Operations Specialist, Onboarding, you will: 

  • Communicate with students through phone, text, and email outreach
  • Help students with accepted applications maintain momentum and overcome barriers during the enrollment process of their chosen university
  • Assist students through an onboarding checklist of essential tasks such as collecting their transcripts and letters of recommendations, submitting materials, etc.
  • Manage a student caseload of approximately 50 new students per week, ensuring that they are aware of their next steps

You are a strong fit for these roles if you have:

Required Competencies

  • Strong attention to detail and organization
  • Excellent written and verbal communication skills
  • 0-3 years experience in a customer service or operations role
  • Ability to develop strong relationships and communicate effectively while under pressure 
  • Ability to understand the importance of data within your role
  • Positive attitude while navigating a changing and ambiguous environment
  • Drive to meet both internal and external deadlines, including partner specific Service Level Agreements
  • Ability to synthesize and explain complex information in an easy to understand manner

Preferred Competencies

  • Familiarity with using multiple CRM tools (such as Zendesk, Salesforce, Five9, etc.)

APPLY HERE