Learner Success Advocate

Position Summary:

Salary:


* Range: $20/hr 

 

Penn Foster Group’s Success Advocates leverage point-of-need digital support tools to shepherd high school, career, and college learners through their personalized learning experience.

With a focus on driving persistence and program completion, Success Advocates foster a support environment that allows learners to realize their employability, career, and life goals through accessible, affordable, and self-paced learning opportunities.

Essential Job Functions:


* Performs all duties in full support of Penn Foster Group’s Purpose, Promise, and Principles, understanding that the positive and effective execution of these duties are instrumental to the success and experience of our learners.


* Assumes responsibility for promoting a frictionless “one-stop”, delightful, personalized, and supportive experience for learners, driving improvement in measured learner progression and completion outcomes and satisfaction metrics.


* Leverages omni-channel and/ or multi-channel support tools and technologies to perform inbound and outbound digital and telecommunications with learners and their guardians according to defined service level agreements


* Performs data-driven interventions and motivation outreach to support, guide and empower at-risk learners through their learning experience, continually building learner confidence and the development of skills necessary to be advocates for themselves


* Works with the Education team to advise learners on program or course selections, motivates and coaches learners to help them achieve their career goals


* Assists learners with scheduling instructional and tutoring appointments and navigating self-help resources, such as the learning management system, library and the learning resource center


* Establishes and grows effective working relationship with other learner support teams to provide a seamless, timely support experience


* Strives for first contact resolution and attempts to de-escalate and resolve challenges impacting the learner’s ability to progress


* Provides feedback to the Penn Foster Group regarding opportunities to improve the learner experience, serves as a catalyst for support experience improvement


* Perform accurate and timely data entry updates to learner profiles in enterprise systems


* Manages multi-brand and/ or cross-vertical learner caseloads as needed


* Performs other duties as assigned.

Knowledge, Skills, Abilities:

Education: Associates Degree or equivalent experience

Experience: 


* 2-3 years’ work experience required


* 1-3 years’ Digital Customer Service Experience preferred

 

Computer Skills:  


* Must be able to perform 8 hours of computer work per day


* Perform Inbound and outbound digital and/ or outbound phone support


* Adept at learning new technologies


* Microsoft Office skills required


* Five9 call center ski...