[Hiring] Student Support Specialist @Western Governors University

Role Description

The Student Support Specialist plays a vital role in enhancing the educational experience by researching and resolving inquiries and concerns from students and staff in assigned areas. This position collaborates cross-functionally to address questions related to Student Support Services, ensuring timely and accurate information dissemination. Additionally, the specialist identifies opportunities for process improvement, makes actionable recommendations, and actively participates in solution-focused initiatives aimed at enhancing service delivery and overall support for the student community.

• Provides tailored assistance to students and staff across varying skill levels.
• Manages student inquiries via email, phone, and other channels.
• Resolves concerns using internal systems such as Salesforce and Genesys.
• Collaborates with internal teams and escalates complex cases when necessary.
• Logs and documents interactions accurately.

This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities. The contents of this document or related job requirements may change at any time with or without notice.

Requirements

• Education: High School diploma or equivalent.
• Experience: 1+ years of customer service or contact center experience.
• Experience in lieu of education: Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is at the discretion of the hiring manager.

Bonus Points For (Preferred Qualifications)

• Associate’s degree.
• 2+ years of Student Support experience.
• Previous experience with a contact center.

Work Schedule/Environment

• Schedule: Monday through Friday, 8:00 AM – 5:00 PM Mountain Time.
• Environment: This is a home office role centered on live support. You will spend your day managing real-time interactions through a phone queue and responding to email cases.

Knowledge, Skills, and Abilities You'll Need to Be Successful

• Strong verbal, written, and presentation communication skills.
• Professional demeanor.
• Detail-oriented with strong multitasking capabilities.
• Strong problem-solving and critical thinking skills.

Travel

• This position requires occasional travel of up to 20%, including required attendance at designated company summits (typically one to two per year).
• Additional travel may include conferences, visits to company locations, and other business-related events as needed.

Benefits

• Eligible for bonuses.
• Medical, dental, vision, telehealth, and mental healthcare.
• Health savings account and flexible spending account.
• Basic and voluntary life insurance.
• Disability coverage.
• Accident, critical illness, and hospital indemnity supplemental coverages.
• Legal and identity theft coverage.
• Retirement savings plan.
• Wellbeing program.
• Discounted WGU tuition.
• Flexible paid time off for rest and relaxation with no need for accrual.
• Flexible paid sick time with no need for accrual.
• 11 paid holidays and other paid leaves, including up to 12 weeks of parental leave.

How to Apply

If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

• Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.
• Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at [email protected].
• Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.