Zovio Student Response Specialist in Chandler, Arizona
The Student Response Specialist position is a full-time position within the Student Response Center (contact center). This position's responsibility is to pre-qualify potential students for enrollment, address initial concerns, and connect them to the enrollment department. This position is accountable for creating an engaging first impression with all potential students via omnichannel—phone, email, text, etc.—and convey information in a compelling way to positively influence each potential student’s decision.
Essential Job Duties:
Handle all student inquiries, ensuring they meet pre-qualifications for enrollment, and connect potential students to enrollment department
Active listening and ability to respond positively to difficult customers
Address initial concerns, and proactively provide features specific to the student’s needs
Able to multi-task and work with omnichannel strategy
Ensure service levels and key performance indicators are met/exceeded
Follow procedures, scripts, and develop rapport and constructive working relationships with all internal and external customers
Thrive as a team player in a fast-paced, high-energy, change-oriented environment
Understand and support the client’s mission and total enrollment objectives
Compliance with all internal and external regulatory policies and procedures
Reliable attendance, strong work ethic, positive attitude, and open to coaching and learning
Additional Job Duties (include but are not limited to):
Interpret and communicate University policies and procedures accurately.
Effectively communicate and report as required or requested with management.
Exercise independent judgment and effective critical thinking skills.
Additional duties as assigned.
Ability to work a Monday -- Friday shift with 2-3 weekend days per month.
Proficient in Microsoft® Office Word®, Excel®, Outlook®, and PowerPoint® applications.
Demonstrated effective critical thinking, decision making, and oral/written communication skills.
Complete discretion and confidentiality in handling of all business relations.
One (1) year of customer service, high volume call center, public contact related professional experience required (preferably in an outbound call center environment)
Multi-line/call center phone experience strongly preferred (predictive auto-dialer experience).
- 30 college units from a regionally or approved nationally accredited institution is preferred; minimum of high school diploma or equivalent required.
Zovio is an education technology services company that partners with higher education institutions and employers to deliver innovative, personalized solutions to help learners and leaders achieve their aspirations. Zovio leverages its core strengths and applies its technology and capabilities to priority market needs. Using advanced data and analytics, Zovio identifies the most meaningful ways to enhance the learner experience and deliver strong outcomes for higher education institutions, employers, and learners.
Zovio’s purpose is to help everyone be in a class of their own.
Using data and analytics to power radically innovative experiences that are simple, predictive, and tailored to every individual.
At Life Speed
In tune with real life, creating platforms that are accessible, convenient, and that meet people where they are.
Helping people make progress in their lives by solving the problems that matter with empathy and intelligence.
We are ambitious individuals coming together to create bold solutions for a brighter future. We put our people first, and value different ways of thinking.
Passion | Bring it.
We take pride in what we do and have fun doing it.
Innovation | Ignite bold ideas.
We challenge the traditional way of thinking.
Teamwork | Our teams work.
We share knowledge to get the best solutions.