What are the responsibilities and job description for the Student Support Specialist position at Axon Education, Texas EMS School?
About Axon Education, LLC
Axon Education and our brand, Texas EMS School, is a leading provider of online EMS education and training in Texas. Our more than 1,800 students and alumni serve as first responders; EMS providers; and in various hospital, prehospital, and leadership roles across Texas.
About the Role
Student Support Specialists play a vital role in supporting students throughout their educational journey. In this role, you’ll serve as a champion for student success, deliver exceptional customer service through inbound and outbound interactions, and encourage and motivate students in their online education journey. You'll also have the opportunity to make a difference by serving first responders across Texas.
Your success in this role will require a positive attitude, team-orientation, ability to provide exceptional customer service, and strong computer and problem-solving skills.
What You'll Do
- Provide customer service to students through a combination of incoming and outgoing phone calls, emails, and SMS messages
- Document interactions with students in our customer relationship management system
- Provide students with information institutional policies and procedures
- Build connections, create action plans, motivate, and resolve student issues
- Monitor student accounts and regularly evaluate course progress
- Identify possible academic and success obstacles, and work with students to overcome them
- Effectively leverage data and systems to track accurate enrollment, persistence and graduation information
- Create specific action plans to remove roadblocks and/or resolve student concerns to support their success
- Recommend changes to institutional policies and procedures to continuously improve the student experience
- Establish and maintain professional working relationships across internal departments to ensure students benefit from a variety of professional knowledge and perspectives
- Perform other duties as assigned or needed
Qualifications
- Prior experience in an office-based work setting
- Prior experience in a customer service environment
- You are a strong team-player with a positive, can-do attitude
- You are a self-starter, manage your time efficiently, and have the ability to work independently while prioritizing your work
- You are generally tech-savvy and have the ability to use Microsoft Office suite (Outlook, Word, Excel), internet applications, and customer database software (training provided)
- You thrive in a fast-paced environment with a high volume of phone calls
Work Schedule & Location
- In-Office role in Abilene, TX
- 8am - 5pm
- Monday - Friday; no weekends
- Full Time; 40 hours per week
Benefits
- 401(k)
- Paid time off
- Professional development assistance
The pay range for this role is:
18 - 20 USD per hour(Abilene)
Salary : $18 - $20