eCornell Casual Student Support Agent - Remote

As Cornell University?s online learning unit, eCornell delivers online professional certificate courses to individuals and organizations around the world. Courses are personally developed by Cornell faculty with expertise in a wide range of topics, including data analytics, management, marketing, human resources, leadership, and STEM. Students learn in an interactive, small cohort format to gain skills they can immediately apply in their organizations, while earning a professional certificate from Cornell University. eCornell has offered online learning courses and certificate programs for 15 years to over 130,000 students at more than 2,000 companies. As a part-time Student Support Agent, you will directly report to the Student Support Manager. You will collaborate with multiple eCornell teams to help ensure our students have a positive experience and are successful in the eCornell courses and programs. Candidates must be available Monday through Friday and select one of the... following shifts: 11:00 AM to 4:00 PM ET or 3:00 PM to 8:00 PM ET Goals of the Position Be an innovative and motivational team member. On a day-to-day basis, provide best-in-class customer service and student support with a focus on student success. Participate in ongoing training programs emphasizing our vision for exemplary customer service. Achieve and surpass key performance indicators and goals. To accomplish these goals, you will Maintain acceptable service level minimums for all student support metrics: over 60 phone NPS, over 80% inbound call answer rate, over 90% chat answer rate, under 4-8 hour time to first response on tickets and 12 hours or less to resolution on tickets. Assist with providing a positive and seamless student experience. Work in a capacity supporting students via multiple modes (via phone, chat, email and ticketing from students or staff. Resolve technical issues pertaining to the software used to support student records, enrollment, course access, course completion, course completion letters, certificate completions, student records, etc Research questions using available resources (includes support team members, other eCornell staff, KnowledgeBase, internet queries, etc) Advise students of appropriate action as it relates to course completion, enrollment, scheduling, etc. Determine when to escalate issues to the management level for assistance Inform management of persistent and recurring issues Use our software - Salesforce (CRM), Canvas (LMS), Destiny (SIS), Drift, and Slack Abide by company policies and procedures. Maintain full knowledge of all partnerships, programs, and marketing material to provide on-demand answers and support to all student inquiries. Build a rapport and provide assistance to students in course selection in accordance with certificate tracks and/or specified degree programs. What we need: High School Diploma or equivalent Technology savvy: Experience with various CRM, LMS, and SIS software; ability to use Salesforce (CRM), Canvas (LMS), and Destiny (SIS) Effectively working directly with students and staff via phone, chat, and email to support internal staff and programs Excellence in communication skills, written and verbal. Ability to quickly learn new instructional technology tools and applications. Ability to multitask in a fast-paced environment Excellent time management, prioritization, and delegation skills. Excellent attention to detail Demonstrated ability to adapt to challenges, maintain a flexible approach, and grow within a role. Ability to effectively and thoroughly research accrediting body recertification requirements Fluent in Spanish (written and verbal) What we prefer: Prior online education and/or higher-ed support and administrative experience. ASL fluency No visa sponsorship or relocation assistance is available for this position. This is a casual, fixed-term, non-benefits eligible position with 12 hours of scheduled work per week on average. Please note that this position will require you to have your own computer (preferably a Mac) with a strong connection to the internet. The tools required to do this job are all web-based and will be provided upon hire. The pay range is 20-21$/hr. Familiarize yourself with Cornell's COVID-19 workplace guidance as well as the university's COVID-19 services and information. University Job Title: Temporary Administrative Assistant Job Family: Temporary Administration Level: No Grade - Hourly Pay Rate Type: Hourly Pay Range: Refer to Posting Language Remote Option Availability: Remote Company: Contact Name: Kayla Bradley Job Titles and Pay Ranges: Non-Union Positions Noted pay ranges reflect the potential pay opportunity for each job profile. The hiring rate of pay for the successful candidate will be determined considering the following criteria: Prior relevant work or industry experience Education level to the extent education is relevant to the position Unique applicable skills Academic Discipline To learn more about Cornell?s non-union staff job titles and pay ranges, see Career Navigator. Union Positions The hiring rate of pay for the successful candidate will be determined in accordance with the rates in the respective collective bargaining agreement. To learn more about Cornell?s union wages, see Union Pay Rates. Current Employees: If you currently work at Cornell University, please exit this website and log in to Workday using your Net ID and password. Select the Career icon on your Home dashboard to view jobs at Cornell. Online Submission Guidelines: Most positions at Cornell will require you to apply online and submit both a resume/CV and cover letter. You can upload documents either by ?dragging and dropping? them into the dropbox or by using the ?upload? icon on the application page. For more detailed instructions on how to apply to a job at Cornell, visit How We Hire on the HR website. Employment Assistance: For general questions about the position or the application process, please contact the Recruiter listed in the job posting or email mycareer@cornell.edu. If you require an accommodation for a disability in order to complete an employment application or to participate in the recruiting process, you are encouraged to contact Cornell University's Office of Institutional Equity and Title IX at voice (607) 255-2242, or email at equity@cornell.edu. Applicants that do not have internet access are encouraged to visit your local library, or local Department of Labor. You may also request an appointment to use a dedicated workstation in the Office of Talent Attraction and Recruitment, at the Ithaca campus, by emailing mycareer@cornell.edu. Notice to Applicants: Please read the required Notice to Applicants statement by clicking here. This notice contains important information about applying for a position at Cornell as well as some of your rights and responsibilities as an applicant. EEO Statement: Diversity and Inclusion are a part of Cornell University?s heritage. We are a recognized employer and educator valuing AA/EEO, and we do not tolerate discrimination based on any protected characteristic, including race, ethnic or national origin, citizenship and immigration status, color, sex/gender, pregnancy or pregnancy-related conditions, age, creed, religion, actual or perceived disability (including persons associated with such a person), arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual?s genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law. Cornell University embraces diversity and seeks candidates who will contribute to a climate that supports students, faculty, and staff to all identities and backgrounds. We encourage individuals from underrepresented and/or marginalized identities to apply. 2024-08-30 Cornell University is an innovative Ivy League university and a great place to work. Our inclusive community of scholars, students and staff impart an uncommon sense of larger purpose and contribute creative ideas to further the university's mission of teaching, discovery and engagement. With our main campus located in Ithaca, NY, Cornell's far-flung global presence includes the medical college's campuses on the Upper East Side of Manhattan and Doha, Qatar, as well as the Cornell Tech campus located on Roosevelt Island in the heart of New York City. We offer a rich array of services, programs and benefits to help employees advance in their career and enhance the quality of personal life, including employee wellness, workshops, childcare and adoption assistance, parental leave and flexible work options

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