Learner Success Advocate

IntouchCX • Hyde Park Township, IL, United States • $200k - $250k / year • 2w ago

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.

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 Office.
Experience with Ada chatbot and Microsoft Dynamics preferred.
Other Requirements:
Ability to multi-task and work efficiently.
Excellent verbal and written communication skills.
Acute active listening skills.
Demonstrates empathy, respect, and awareness of the needs of our learners.
Must report to the office at least two days per week.
When working from home, access to consistent, adequate internet connectivity is required.
Please note that a technical assessment will be required as part of our hiring process. This assessment must be completed before being considered for an interview.

About Us: At Penn Foster Group, we are transforming online learning to help learners by bringing together Penn Foster, CareerStep, Ashworth College, James Madison High School, the New York Institute of Photography, the New York Institute of Art and Design, and other education platforms. Together, we create an accelerated path to greater economic mobility through real-world skills and knowledge that enable learners to achieve long-term success in the workplaces of the future. Our history dates back to 1890 when our founder, Thomas Foster, pioneered distance education by offering training by mail for coal miners to get the necessary skills for safer jobs. Today, with the partners who use our education and training programs, we continue that mission of providing accessible training and education for in-demand skills and are building a workforce that’s prepared for the future job market.

Equal Employment Opportunity: We strive toward Diversity, Equity, and Inclusion at Penn Foster Group by intentionally building teams that are diverse – in identities, lived experiences, and ideas to create a culture where people feel connected to each other and have a sense of belonging. We value diversity, equity, and inclusion because it is the foundation that enables us to achieve what we set out to do as an organization – from maximizing the number of learners who can reach their goals while giving them the kinds of experiences we want them to have, to becoming the type of company we want to work in.

What We Offer: We offer a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, a 401K with a company match, plus free access to all of our online programs.

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