If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.
Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.
Essential Functions and Responsibilities:
- Provide support in multiple areas for student, staff, and faculty across the Enrollment and Student Lifecyle.
- Assist students and staff with complex processes like scheduling assessments, assessment feedback, appeal support, launch support, technology support, etc.
- Answer learner and staff questions.
- Serve as a guide and resource for others in their assigned areas.
- Collaborate with staff across the University to find resolutions to learning issues and questions.
- Identify service lapses that may impact students, and work to resolve the issue
- Research and makes present improvement recommendations.
- Identify and differentiate the types of issues and ensure that the proper escalation procedures are being followed.
- Performs other related duties as assigned
Knowledge, Skill and Abilities:
- Proficient use of Salesforce workspace, Purecloud applications and other WGU systems
- Proficient computer skills
- Strong ability to navigate different technological platforms
- Strong communication skills including verbal, writing, and presentation skills. Tactfulness and discretion are required in communications
- Ability to collaborate with colleagues inside and outside the department, to gather information
- Ability to keep a positive and influential attitude with all members of WGU
- Able to accept and implement feedback in QA Coaching and in Supervisor one on one settings
- Ability to work with minimum supervision in a fast-paced environment
- Effective task analysis skills
- Demonstrates a high level of professionalism
- Ability and temperament to proactively consider the needs of others
- Creative mindset for recommending new initiatives.
- Detail-oriented
- Interpersonal skill in working with people
- Ability to learn and function with ongoing change and updated operations at WGU
Competencies:
Organizational Impact:
- Tasks are accomplished by following a defined standard or set of procedures to achieve day to day objectives with direct impact on the area of specialty.
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The work is performed under moderate supervision and consists of routine tasks that may require advice and guidance from more senior personnel in the same area.
Problem Solving and Decision Making:
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Reviews solutions and employs minor adjustments to work methods to solve problems that are routine and typically exist in current work processes and systems.
- May be required to highlight areas of concerns/problems and offer potential solutions.
- Problems and issues faced are generally routine but may require interpretation of procedures or polices to resolve.
Communication and Influence:
- Communication with contacts within the job area is typical, and information that is provided or obtained may require some explanation or interpretation to reach agreement.
Job Qualifications:
Minimum Qualifications:
- Three (3) years administrative and/or customer service experience, which includes use and operation of personal computers and associated standard software, including Microsoft Office Suite and other office resources and equipment including phones, telecommunication systems, copy machines.
Preferred Qualifications:
- Associates Degree in a related field
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:
Pay Range: $19.56 - $28.36
WGU will accept applications for this position until 12:00 AM ET, 09/19/2024
How to apply: apply online
Full-time Regular Positions (FT classification, standard working hours = 40)
This is a full-time, regular position that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.
The University is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.