Academic Support Coordinator
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. Frontline workers are the lifeblood of an organization. Providing opportunities for frontline worker development reduces the cost of turnover, increases employee engagement and customer satisfaction. Pearson AcceleratED Pathways provides the structure and programs to deliver educational assistance benefits. Our world-class tools, content, products, services and our network of educational partners are designed to help people adapt to the changing world, navigate its challenges and opportunities, and improve their lives.
The Academic Support Coordinator will assist prospective students via phone, email and online chat through the application process for all available educational pathways which may include the following programs: ESL, GED credentials, Associate, Bachelor and Master Degrees. Prospective students coming through these programs may have experienced challenges with academic programs and may require additional support and resources. The Academic Support Coordinator will discover the needs and concerns of prospective students, demonstrate how the programs can best meet those needs, and support the prospective students through the admissions process, to include access, application, registration, and FAFSA completion.The Academic Support Coordinator will work collaboratively in a team-focused environment to meet the needs of the corporate client, prospective students and Academic Partners.
Specific duties and responsibilities include, but are not limited to, the following. Other duties and responsibilities may be assigned.
●Verifies participation eligibility.
●Provide operational support for institution’s registration process; interviews and screens prospective students via phone and refers candidates to institution for admission approval.
●Advise prospective students of the institution’s academic and administrative requirements and assists with the registration process.
●Confirm and communicate institution’s enrollment requirements, provides information to prospective students via email and phone and records all interaction in the CRM system.
●Communicate with prospective students via phone call, emails, chat or text messaging regarding their program of interest.
●Advise prospective students using a consultative process.
●Utilize CRM database tools to efficiently track each interaction and the progress of all assigned leads.
●Update database system to reflect current/upcoming term information (email templates, enrollment periods, filters, etc.).
●Personal and professional integrity is a must.
●Ability to work a flexible schedule, weekends, and/or evenings to accommodate student, departmental and company’s needs.
●Associate degree or two (2) years of college required; Bachelor degree from an accredited institution is preferred.
●One to three (3) years of customer service experience in an outbound calling environment; some level of sales experience preferred.
●Ability to work between 8 am and 8 pm on a weekly rotating shift.
●Ability to understand the needs of, work well with and engage with prospective students who are part of a 7 day-a-week frontline workforce.
●General knowledge of college admissions and recruitment preferred.
●Exemplary verbal and written communication skills.
●The ability to multitask and work well under pressure with tight timelines.
●Proficiency in MS Office Suite.
●Ability to work Saturdays on occasion as business needs dictate.
Pearson Canada is committed to providing accommodation for persons with disabilities. If you require accommodation, we will work with you to meet your needs.
Primary Location: CA-ON-North York
Work Locations: CA-Toronto-105 Gordon Baker 105 Gordon Baker Rd North York M2H 3P8
Job: Customer Service
Organization: North America
Employee Status: Regular Employee
Job Type: Standard
Shift: Day Job
Job Posting: May 17, 2018
Job Unposting: Ongoing
Schedule: Full-time Regular
Req ID: 1807719
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.