[Hiring] Student Experience Support Specialist @Kaplan

Role Description

The Student Experience Support Specialist (Part-Time) serves as a critical point of contact and a trusted advisor for students, delivering a high-touch, concierge-level service experience. This role is responsible for the seamless execution of national program initiatives and operational tasks, while providing dedicated support to all Florida real estate students.

• Deliver concierge-level support to students and stakeholders via phone, email, and chat to resolve inquiries and provide a premium service experience.
• Provide dedicated assistance to Florida real estate students, ensuring they meet specific state regulatory requirements and experience a seamless transition through their licensing programs.
• Manage student records and orders accurately within internal databases to ensure data integrity and the seamless delivery of educational materials and services.
• Coordinate national program initiatives by executing specific campaign tasks and special projects that align with organizational growth with both client and student success goals.
• Identify and escalate complex issues to the appropriate internal teams or leadership to ensure timely resolution of student concerns and maintain high satisfaction levels.
• Advise students on program requirements and product lines using in-depth subject matter knowledge to guide them through their educational journey.
• Utilize internal IT and business systems to track interactions and process service requests, ensuring all administrative tasks are completed with high attention to detail.
• Collaborate with cross-functional teams to provide feedback on student experiences and suggest improvements for national program workflows and service protocols.
• Maintain professional communication standards in all interactions, ensuring information is transmitted accurately and understandably to a diverse student population.

Qualifications

• High School Diploma or GED.
• 1 year of relevant service experience, preferably in customer support or customer relations.
• Proficiency in MS Office and Gmail; ability to learn and navigate internal IT and business systems.
• Excellent written and verbal communication skills; strong focus on service excellence; ability to multitask and remain detail-oriented in a fast-paced environment; self-motivated with a calm and professional demeanor.
• Team player with the ability to adapt to changes in workload, systems, and organizational processes.

Requirements

• Strong ability to multitask and prioritize tasks effectively while remaining detail-oriented.
• Self-motivated, positive, and friendly demeanor with the ability to remain professional in high-pressure situations.
• Demonstrated excellence in communication to transmit complex information accurately.
• Proven focus on service excellence initiatives and driving positive student outcomes.
• High level of adaptability to changes in workload, systems, and processes.

Benefits

• Remote work provides a flexible work/life balance.
• Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members.
• Access to health and wellness benefits; new hire eligibility starts on day 1 of employment.
• Access to 401K Savings Plan; company match provided after eligibility is met.

Company Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work.

We are committed to providing a supportive and rewarding work environment where every employee can thrive.