WFE Operations Support Representative

***Ideally looking for 11:00am to 8:00pm CST (9:00am to 6:00pm PST) shift coverage***

Work Force Edge Administrative Support Representative is responsible for the support of WFE users. You will be the first point of assistance for prospective students helping them navigate the platform, resolve technical issues and act as triage for general benefit and education questions. You will also help process request tickets and administrative activities.

Essential Duties and Responsibilities:

• Staff an inbound phone queue during established hours of operation.
• Monitor inbound email and Live Chat interactions during hours of operation.
• Provide direct support for students with a technical issue.
• Track all prospect and student interactions in our CRM and email systems.
• Serve as first point of contact and direct users to the appropriate team/individual for service. 
• Provide Administrative support for platform processes and process exception requests as needed.

Job Skills:

• Strong verbal and written communication skills.
• Ability to work on multiple tasks simultaneously, despite frequent interruptions. 
• Able to learn and follow standard operating procedures and practices. 
• Proficiency with using case management tools (Salesforce a plus). 
• Ability to solve technical issues via phone, email, and online tools. 
• Ability to remain calm and courteous under pressure and navigate tense situations.

Work Experience:

• Call Center and customer service experience required.
• Proficiency with technology, especially computers, software applications and phone systems.
• Post-secondary education industry experience a plus.

Education:

• Bachelor’s Degree Preferred

Job Type: Full Time

Pay: $17.88 to $21.63/her

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Other:

• Must be able to travel occasionally should a business need arise. For most roles travel would not be common. Travel may involve plane, car or metro. In accordance with ADA policies, reasonable accommodations regarding travel limitations can be provided. Travel will be more common for roles such as Account Executives (25 - 50%), senior leaders (10 – 20%) or Capella Core Faculty (5 – 10%).
• Ability to work onsite in Corporate or Campus location (in a typical office environment) may be required based on role. If so, this would include being mobile within the office, including movement from floor-to-floor using elevators or stairs.
• If offsite or hybrid role, must have access to work in setting which enables meeting all requirements of the role (including privacy, reliable internet access, phone, ability to video conference, etc.) at a remote location.
• Faculty and Federal Work Study roles require access to work in setting which enables meeting all requirements of the role (including computer, privacy, reliable internet access, phone, ability to video conference, etc.) at a remote location.
• This role may require lifting, however reasonable accommodations will be provided in accordance with our ADA policies.
• Must be able to meet critical thinking and problem solving aspects aligned to job duties, as well as effectively communicating with co-workers.
• Must be able to work more than 40 hours per week when business needs warrant. Accommodations related to schedule may be considered.
• Able to access information using a computer.
• Other essential functions and marginal job functions are subject to modification.

• SEI is an Equal Opportunity employer committed to a diverse and inclusive community. We welcome applications from all. While it is not typical for an individual to be hired at or near the top end of the pay range at SEI, we offer a competitive salary and benefits package.  The actual base pay offered to the successful candidate may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal pay equity. Our Talent Acquisition Team is ready to discuss your interest in joining SEI. The expected salary range for this position is below.

If you require reasonable accommodations to complete our application process, please contact our Human Resources Department at Careers@strategiced.com.