Essential Duties and Responsibilities:

• Staff an inbound phone queue during established hours of operation.
• Monitor inbound email and Live Chat interactions during hours of operation.
• Provide direct support for students with a technical issue.
• Track all prospect and student interactions in our CRM and email systems.
• Serve as first point of contact and direct users to the appropriate team/individual for service. 
• Provide Administrative support for platform processes and process exception requests as needed.

Job Skills:

• Strong verbal and written communication skills.
• Ability to work on multiple tasks simultaneously, despite frequent interruptions. 
• Able to learn and follow standard operating procedures and practices. 
• Proficiency with using case management tools (Salesforce a plus). 
• Ability to solve technical issues via phone, email, and online tools. 
• Ability to remain calm and courteous under pressure and navigate tense situations.

Work Experience:

• Call Center and customer service experience required.
• Proficiency with technology, especially computers, software applications and phone systems.
• Post-secondary education industry experience a plus.

Education:

• Bachelor’s Degree Preferred

Other:

• Must be able to travel up to 10% of the time.
• Must be able to lift 25 lbs.
• Typical office setting.
• Mobility within the office including movement from floor to floor.
• Travel via plane, car, and metro may be required to perform this job.
• Must be able to work more than 40 hours per week when business needs warrant.
• Access information using a computer.
• Effectively communicate, both up and down the management chain.
• Effectively cope with stressful situations.
• Strong mental acuity.
• Regular, dependable attendance and punctuality are essential functions of this job.
• Other essential functions and marginal job functions are subject to modification.

SEI offers a comprehensive package of benefits to employees scheduled 30 hours or more per week. In addition to medical, dental, vision, life and disability plans, SEI employees may take advantage of well-being incentives, parental leave, paid time off, certain paid holidays, tax saving accounts (FSA, HSA), 401(k) retirement benefit, Employee Stock Purchase Plan, tuition assistance as well as entertainment and retail discounts. Non-exempt employees are eligible for overtime pay, if applicable.

Careers - Our Benefits, Strategic Education, Inc

SEI is an equal opportunity employer committed to fostering an inclusive and collaborative culture where individuals can grow their careers and contribute fully. We strive to attract talent with broad experiences, skills and perspectives. We welcome applications from all. While it is not typical for an individual to be hired at or near the top end of the pay range at SEI, we offer a competitive salary.  The actual base pay offered to the successful candidate may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal pay equity. Our Talent Acquisition Team is ready to discuss your interest in joining SEI. The expected salary range for this position is below.

If you require reasonable accommodations to complete our application process, please contact our Human Resources Department at [email protected].