Part-time Student Support Specialist

Shrewsbury, New Jersey, United States | Operations | Part-time | Fully remote

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Role title: Part-time Student Support Specialist

Department:  Operations

Reports To:  Director of Operations

Location:  Virtual/SGT based or able to work within the SGT time zone (preferred)

Hourly Rate: $15-25 per hour 

Hours Per Week: 20-25

Status: Independent Contractor (Benefits not included)

Position Summary:

The Student Support Specialist has the primary role of building relationships with our student base while performing record maintenance and simple help-desk assistance, along with cross-functional teaming. The goal of the specialist role is to develop a supportive relationship with the students by providing guidance, information, and coaching throughout the students’ journey. This role is also the primary point of contact for issues and questions regarding the student HUB. Along with daily student interactions, the specialist will need to maintain accurate and detailed student files. The Student Support Specialist is also responsible for contributing to internal cross-functional team initiatives to ensure departmental alignment and appropriate information sharing.  

Essential Duties & Responsibilities:

Relationship Building:

  • Interact daily with students and graduates worldwide, either by telephone or email, to provide and process information in response to inquiries, concerns, and requests about programs and services
  • Provide seamless transition for students as they journey through different stages of their program, through collaboration with various departments 
  • Assist with Advanced Standing, Coach Training Program, and COR.E Program completion guidance regarding assignment submittals for certification
  • Effectively coach students with challenges pertaining to programs or services

Record Maintenance & Simple Help-Desk Assistance

  • Update and maintain student records
  • Respond to general student inquiries regarding challenges with the student Hub, navigation, email reception, and general program inquires 
  • Execute internal technical tasks and processes, such as: create and edit word/pdf files, edit and update email templates, send pre/post bulk merge via ghosted or personal emails, create searches and reports in NetSuite for analytics, manage and set up KPIs, perform imports/exports via NetSuite, Infusionsoft and Hubspot as needed
  • Prepare and send outbound student communication

Cross-Functional Teaming

  • Communicate and coordinate with internal departments
  • Attend one Student Support meeting a week

Other Duties & Responsibilities

  • Accept other responsibilities as assigned

Education, Certification & Experience:

  • Substantial experience demonstrating excellence in customer service
  • iPEC CPC required
  • College degree preferred

Technical Requirements: 

  • High-speed internet
  • Ability to work remotely in a quiet, distraction-free environment
  • Google office platform preferred
  • NetSuite and/or Hubspot experience a bonus

Core Competencies

  • Excellent relationship building capabilities coupled with proven oral and written communication skills
  • Proven capabilities in managing multiple priorities, demonstrating agility, and ability to be detail-oriented
  • Personable, courteous, and patient demeanor focused on establishing and building relationships
  • Coaching, teaming, quality customer service regarding presentation and communication, relationship building, change agility, project management, problem-solving, attention to detail, time management, project execution, and multi-tasking

Time Commitment:

  • Able to work evenings within the SGT timezone (approximately 7 pm to 11 pm SGT), especially during training for the role. Upon proven proficiency, optional flexibility is a possibility, including shifting hours to an earlier time of the day
  • Able to work one to two Friday mornings within the SGT timezone, per month, to offer virtual module assistance once trained
  • Able to work an occasional weekend for one to two hours to offer virtual module assistance once trained

 

 

Commitment to Diversity & Inclusion

 

It is iPEC’s mission to raise the consciousness of the world, one person at a time. Through our talent, we believe that diversity and inclusion make us a more innovative and vibrant place to work with our mission in mind. To learn more about iPEC’s commitment, please click here: https://www.ipeccoaching.com/diversity-equity-inclusion