Student Outreach Representative

Purpose

The Student Outreach Representative provides proactive and responsive support to online students by delivering high quality customer service rooted in empathy and accuracy. This position ensures students remain engaged and connected to the resources needed for academic success. This is an entry level position.

Essential Duties & Responsibilities (those that must be performed with or without an ADA Accommodation):

• Coordinate with Online Academic Advisors to provide timely and accurate answers to student questions.
• Maintain a high volume of student outreach while sustaining quality interactions.
• Contact students who are not fully engaging in their courses and offer strategies for improvement.
• Uphold student confidentiality and comply with all legal and regulatory requirements (FERPA).
• Participate in required training and departmental meetings.
  
  

Non-Essential Duties & Responsibilities (those that must be performed with or without an ADA Accommodation):

• Refill the copy machine when working in the office.
  
  

Other Responsibilities

• Other duties as assigned by Manager
  
  

Supervisory Responsibilities

• N/A
  
  

Competencies | Knowledge | Skills | Abilities:

• Strong customer service skills.
• Excellent written and verbal communication skills.
• Effective time management and organizational abilities.
• Professional follow-up via phone, e-mail, and text.
• Strong attention to detail and ability to multitask in a fast-paced environment
• Good record-keeping skills
  
  

Education | Experience:

• Experience in phone-based customer service with a proven record of meeting KPI goals.
  
  

Certificates | Licenses | Registrations:

• N/A
  
  

Computer Skills

• Proficiency in Microsoft Office, Microsoft Outlook, Campus Nexus, and/or Salesforce.
  
  

Environmental Factors (are those that are required and performed with or without an accommodation):

• Access to a suitable remote work environment.
• Access to high-speed internet.
• Ability to work in the office as required.
  
  

Physical Demands (are those that are required and performed with or without an accommodation):

• Ability to work on a computer and communicate via phone and digital tools for the duration of assigned shifts.
  
  

Emotional & Mental Demands (are those that are required and performed with or without an accommodation):

• Self-motivated, proactive, resourceful.
• Strong interpersonal, and problem-solving skills.
• Effective conflict-resolution and de-escalation capabilities.
  
  

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