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Student Operations Specialist (Remote)

Guild Education

United States of America
  • Job Type: Full-Time
  • Function: Operations
  • Industry: Enterprise
  • Post Date: 09/08/2021
  • Website: guildeducation.com
  • Company Address: 999 18th Street, Suite 2240, Denver, CO, 80202

About Guild Education

Guild is at the forefront of the Future of Work, partnering with Fortune 1000 companies and non-profit universities to offer education benefits to their employees, with a focus on frontline workers. We partner with America’s largest companies including Walmart, Disney, Discover, Taco Bell and Chipotle.

Job Description

This is a remote role, which can sit in any of the following 24 states: AZ, CA, CO, CT, DC, FL, GA, ID, IL, KS, MA, MD, MI, MN, NC, NJ, NY, OR, PA, TN, TX, VA, WA, and WI. Please only apply if you are able to live and work full-time in one of the states listed above.

Guild Education is hiring for Student Operations Specialists to support our Student Operations teams. In particular, we are looking for individuals who have attention to detail, a strong work ethic, and the knack to identify areas for process improvement. The ability to communicate and effectively work cross-functionally with the team and leadership is also critical to being successful!

We have a few teams within our Student Operations Department:

As a Student Operations Specialist, Onboarding, you will: 

  • Communicate with students through phone, text, and email outreach
  • Help students with accepted applications maintain momentum and overcome barriers during the enrollment process of their chosen university
  • Assist students through an onboarding checklist of essential tasks such as collecting their transcripts and letters of recommendations, submitting materials, etc.
  • Manage a student caseload of approximately 50 new students per week, ensuring that they are aware of their next steps

As a Student Operations Specialist, Support, you will:

  • Communicate with students through live chat, email, and incoming phone support. (Phone support coming end-of-year 2021)
  • Support students and internal teams who submit support tickets via email and Zendesk and utilize chat to resolve their issues and connect them to the correct next steps
  • Use various tools like ZenDesk (tickets and chat), Salesforce, and Looker to better engage with our students

As a Student Operations Specialist, Escalations, you will:

  • Communicate with students through support tickets submitted via Zendesk
  • Manage, track and triage an average of 50+ tickets daily, coordinating with cross-functional partners to reach resolution on escalated tickets
  • Use tools like Zendesk, Salesforce and Looker to investigate and resolve escalated tickets
  • Use data collected from student tickets to inform best practices and improve student experience 

You are a strong fit for these roles if you have:

Required Competencies

  • Strong attention to detail and organization
  • Excellent written and verbal communication skills
  • 0-3 years experience in a customer service or operations role
  • Ability to develop strong relationships and communicate effectively while under pressure - balancing confidence, humility, and diplomacy internally and externally
  • Ability to use data to support operational opportunities
  • Positive attitude while navigating a changing and ambiguous environment
  • Drive to meet both internal and external deadlines, including partner specific Service Level Agreements
  • Ability to synthesize and explain complex information in an easy to understand manner

Preferred Competencies

  • Familiarity with tools such as Salesforce, Zendesk, and Looker
  • Experience with writing Standard Operating Procedures and strong documentation skills

About Guild:

Guild is increasing economic mobility for working adults by partnering with the largest employers in the country to offer education as a benefit to their employees via our marketplace of nonprofit universities and education institutions. Guild’s proprietary technology platform facilitates the administration of this innovative benefit and our team of coaches helps each employee navigate the path back to school, providing individualized support from day one through program completion. 

Guild is a female-led, Certified B Corporation - and with a valuation of $3.8 billion is one of the highest-valued, privately held education companies in the world, and the only one led by a woman. Guild's investors include Ken Chenault, General Catalyst Partners, chairman and former CEO of American Express, Emerson, LeadEdge Capital, and Iconiq.

Guild Education is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you have a disability or special need that requires accommodation, please let your recruiter know.  Additionally, we feel passionately about equal pay for equal work, and transparency in compensation is one vehicle to achieve that. Total compensation for these roles are market competitive, including a base salary between $45,000-$46,350, as well as company stock options. 

  • Access to low-cost, high-quality health care options through Cigna and Kaiser (due to coverage limitations, Kaiser is currently only available in CA & CO)
  • Access to a 401k to help save for your future
  • 3 weeks of vacation in your first year and an open vacation policy after year 1 to help you recharge
  • 8 days of fully-paid sick leave, so that you can take the time to heal and or recover 
  • Family-friendly benefits, including 14 weeks of parental leave, employer-paid short-term and long-term disability, employer-sponsored life insurance, and fertility care benefits.
  • Well-rounded wellness benefits including access to free and low cost mental health resources and support services
  • Education benefits and tuition assistance to help your future development and growth

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