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Learner Records Representative

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Description

 

The Learner Records Representative is a phone-based customer service position.   The role is heavily focused on phone support— primarily inbound but does include other activities.  Learner Records representatives handle incoming calls and manage daily processing of work related to Capella transcripts, graduation applications, diplomas, enrollment verification, and commencement. Success in this role requires excellent interpersonal communication skills and the desire to exceed both team and personal goals achieved by creatively responding to and resolving learner and internal customer issues, either through first contact or working collaboratively with other team members. 

  

Responsibilities 

% Time
Job Functions & Standard Expectations
Essential or Non-essential responsibilities (E or Non-E)
65%
Phone Support
  • Respond to in-bound telephone requests from Capella learners and internal customers to provide advice and information pertaining to graduation, diplomas, transcripts, enrollment verification, and commencement.
  • Provide superior customer service and problem resolution to learners and internal customers by setting service expectations and self-service options.
  • Document all caller interactions and provide appropriate and timely responses.
  • Make outbound calls to follow up with learners as needed.
  • Take ownership of learner issues and work collaboratively to bring resolution. 
E
20%
Email and Case Processing
  • Provide appropriate and timely responses to learner emails (work list); ensure emails are written in a professional manner representing Capella. 
  • Proactively work on cases until completion  
  • Support internal customer needs, respond to and communicate requests in a timely and professional manner.
  • Effectively manage time between learner calls.
E
10%
Training and development
  • Participate in mentor /team/department/company trainings and meetings to contribute to knowledge base.
  • Review resources, updates, and communications to remain current.
  • Develop individual performance and professional development goals.
E
5%
Process Improvement and Project Support
  • Identify, communicate and make recommendations for improvement to existing processes/ procedures for the benefit of our learners.
  • Seek out and/or identify projects.  Work on projects with diligence and accuracy until completion. 
 
Non-E
 
Additional Responsibilities and Expectations
  • Exceed and sustain quality and productivity metrics established for team.
  • Ability to maintain flexible work schedule.
  • Other duties as assigned.
E

 





 

 





 

Qualifications

 

Experience:  1+ year(s) of transferrable customer service (preferably phone-based) plus 1+ year(s) of customer support experience within a college or university.  

Education:  Some college experience required.  Bachelor’s degree preferred.

Additional required competencies/skills:
  • Knowledge of FERPA policies and ability to apply this information to problem-resolution.
  • Displayed success in achieving and sustaining objectives and performance metrics.
  • Consistently demonstrate customer focus.
  • Ability to maintain a high degree of accuracy and attention to detail.
  • Organizational skills—ability to prioritize, manage multiple demands and present information in a clear and concise manner.
  • Strong technological skills and aptitude.  Includes skills in the Microsoft Office Suite, applied expertise accessing internet or systems-based information, PeopleSoft, CRM and other financial aid related software and internet applications.
  • Demonstrated ability to remain calm under pressure and maintain a professional demeanor at all times.
  • Excellent listening, verbal and written communication skills with ability to interact effectively with senior management levels.
  • Excellent relationship-building, customer service, and problem resolution skills.
 Work/Location Requirements
  • Availability: Must be available to work 8am – 5pm during training (approx. 2 weeks) and then work a designated shift between 8am – 5pm thereafter.

 

 

Location

Capella University
Capella Tower
225 S. 6th St., 9th Floor
Minneapolis, MN 55402


This is an on-site position located at Capella’s downtown Minneapolis headquarters. It requires the ability to work in downtown Minneapolis and in a high-rise corporate office setting.  Typical of a corporate office setting, Capella’s office space: 

  • is designed with an open work space setting and common fluorescent lighting 
  • includes frequent co-worker interaction and corresponding noise levels 
  • is subject to inside environmental conditions 

Sedentary work: 

  • this role is mainly a sedentary role with frequent sitting and occasional walking and/or standing.   
  • this role involves frequent usage of a telephone, PC and standard monitors.    
  • this role has minimal lifting requirements, may require exerting up to 10 pounds of force occasionally and/or a negligible amount of force to lift, carry, push, pull or otherwise move objects 

Requires minimal (0–10 percent) business travel: 

  • may occasionally require travel to on-site Capella events such as Commencement or off-site Capella University leadership meetings as requested and based on business needs. All travel must be pre-approved and arrangements made according to Capella’s policies/procedures.

 Workhours: 

  • the University’s general office hours are Monday through Friday from 8 a.m. to 5 p.m. CST. Work hours and starting times may vary depending on the job and the business needs. Some positions will have a specified starting time, and may be earlier or later, depending upon business requirements.
  • the normally scheduled workweek for all full-time employees consists of 40-45 hours.
About Capella

Capella University is an online university built on graduate degrees, with more than 35,000 students throughout the U.S. and in other countries. Founded in 1993 to provide advanced educational opportunities for working professionals, Capella has become a national leader in online education, offering bachelor's, master's, and doctoral programs. The university's success is built upon a culture that promotes human potential, achievement, innovation, integrity, collaboration, and teamwork. Capella Education Company (CPLA), parent company of Capella University, is publicly traded on the NASDAQ. Capella Education Company was named to the Inc. 500 Hall of Fame for being listed as one of the nation's fastest-growing companies for 7 consecutive years. Capella University is accredited by The Higher Learning Commission. The Higher Learning Commission is among the 6 regional accrediting bodies recognized by the U.S. Department of Education. Regional bodies accredit colleges and universities; national bodies accredit trade and vocational schools.


Higher Learning Commission contact information: https://www.hlcommission.org, 800.621.7440


Equal Employment Opportunity


Capella is committed to the development of a multicultural environment. We seek greater diversity in our faculty and staff to broaden our academic experience and to reflect the diversity within our learner community. We value the input of multiple viewpoints and perspectives across the university and our corporate offices. Our goal is to create academic and business communities that are rich with cultural, social and intellectual diversity. Capella is an Equal Opportunity/Affirmative Action/Disabled and Protected Veteran employer.  Visit the link below to access the EEO is the Law poster.  http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf

  

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