If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:
 

Pay Range: $16.73 - $24.27

Job Description

ALL INTERNALS MUST APPLY BY 12:24:24

Essential Functions and Responsibilities: Supports typically one content area of the Student LifecycleCoordinates cross-functional and/or collaborative efforts with internal staff to provide support to studentsTakes inbound calls and has possible outbound conversations that address the needs of the learner. Additional steps may be taken, for example, escalating an issue to the appropriate department to satisfy the student learner and resolve their issueAssists student learner and staff with processes across the Enrollment and Student Lifecycle (eg. uncontacted lead management, mentor change requests, requests for contact, accessing internal contact information, a replacement laptop, student ID cards, student condolence cards and flowers, referrals to the Financial Support Fund)Assists student learner or staff in task processes, such as scheduling of appointments, unofficial transcript research and review, process updates, etc. Resolves student issues with a full understanding of WGU and student support platforms and systems, providing effective and quality support.Enforces student policies and procedures while dealing with student learners, which can include: proper greeting, verification, documentation, call control and efficiency requirements with minimal errors as well as providing accurate information and taking correct action as defined by WGUConducts and manages proper case documentation procedures as defined by the department

Knowledge, Skill and Abilities:

Proficient use of Salesforce workspace and Purecloud applicationsAdequate computer skillsAbility to navigate different technological platformsGood communication skills, both verbal and writtenProficient use and operation of personal computers and associated standard software, including Microsoft Office Suite and other office resources and equipment including phones, telecommunication systems, copy machines

Demonstrates WGU leadership principles and cultural beliefsAbility to collaborate with colleagues inside the departmentAbility to keep a positive attitude with all members of WGUAble to accept and implement feedback from QA Coaching and in Supervisor one on one settingsWillingness to learn and growAbility to work in a fast-paced environmentDemonstrates professionalismAbility to document interactions correctlyDetail-oriented

Competencies: 

Organizational Impact:

Tasks are accomplished by following a defined standard or set of procedures to achieve day to day objectives to help reach SLA goals.The work performed is closely supervised and consists of tasks that are routine and well defined with specific instructions to achieve standardized solutions.

Problem Solving and Decision Making:

Issues may arise and require individual ownership to seek solutions that are readily available. There is a well-established and familiar set of activities and processes that will derive a solution.Responsibility in checking data and information for minor changes.

Communication and Influence:

Good communication with learners and staff is essential.Updates and information that is provided or obtained may require further outreach to learners and staff.

Job Qualifications:

Minimum Qualifications:

One (1) year administrative and/or customer service experience

Preferred Qualifications:

Some college experience preferred1+ years of contact center workAbility to use Microsoft 365, including Microsoft Teams, Word, Excel, PowerPoint, Outlook, OneDrive

Physical Requirements:

Prolonged periods sitting at a desk and working on a computer.Must be able to lift up to 15 pounds at times.

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.

Equal Opportunity Employer: We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. #DEI