LUO Academic Advisor

Essential Functions and Responsibilities

1. Providing exceptional customer service to our students and other university employees primarily over the phone but also in email communication.

2. Expertly navigating all student issues to complete and accurate resolution, utilizing knowledge of online programs and university policies and connecting students with the correct person or department when needed.

3. Building rapport with students to provide them with a personal connection to the university and to enhance the potential for long-term enrollment retention.

4. Utilizing multiple systems and resources while working with students.

5. Finding new and innovative ways to become more effective and efficient in new student services.

6. Implementing daily and weekly feedback from the Management Team on areas to improve.

7. Meeting or exceeding departmental key performance indicators.

Qualifications, Credentials, and Competencies

A bachelor's degree and customer service/sales experience is required. Ability to work first/second shift, rotating Saturdays, and occasional overtime. Utilizing Microsoft Word, Excel, and Outlook as well as excellent verbal and written communication skills. A bachelor's degree in higher education and previous experience in a contact center is preferred.

Ability to respond to emails and phone calls within 24 hours and effectively use reason and sound judgment to find solutions and solve problems/obstacles that may be preventing students from continuing their enrollment and completing their degree. Required to sit for extended period of time to perform deskwork, as well as stand, walk, and climb stairs to move about the building, and regularly lift 10 pounds or fewer.