Learner Success Advocate

Position Summary:

Penn Foster Group’s Learner 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, Learner 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.

Salary: $20/hr

Essential Job Functions:


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


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


* Leverage omni-channel and 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.


* Conduct 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.


* Collaborate with the Education team to advise learners on program or course selections, motivate, and coach learners to help them achieve their career goals.


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


* Establish and grow effective working relationships with other learner support teams to provide a seamless, timely support experience.


* Strive for first contact resolution and attempt to de-escalate and resolve challenges impacting the learner’s ability to progress.


* Provide feedback to the Penn Foster Group regarding opportunities to improve the learner experience and serve as a catalyst for support experience improvement.


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


* Manage multi-brand and cross-vertical learner caseloads as needed.


* Perform other duties as assigned.

Knowledge, Skills, Abilities:


* Education: Associates Degree or equivalent experience.


*proof of High School Diploma or Equivalent is required

*


* Experience:



* 2-3 years of work experience required.


* 1-3 years of digital customer service experience preferred.



* Computer Skills:



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


* Experience with inbound and outbound digital and/or phone support.


* Adept at learning new technologies.


* Proficient with Microsoft...