What are the responsibilities and job description for the B2B Client Support Advocate position at Penn Foster?
Position Summary:
B2B Client Support Advocates, under the general supervision of B2B Management, respond to student, sales rep and business client requests by telephone and email. These representatives must be professional and provide quality service interactions to varying categories of students and clients. This position requires individuals to communicate with both internal and external customers and students, and therefore a professional attitude and strong communication skills are a must.
Essential Job Functions:
- Process orders/enrollments through Admissions Portal, Inbound Orders queue and Inside Sales support.
- Verify enrollments through LPP and manually intervene where needed.
- Manually process enrollments through AS400 when applicable.
- Handle inbound and outbound student support calls, client support calls and inbound sales rep calls.
- Receive and process B2B Oracle email.
- Resolve student and client problems/complaints concerning shipments, payments, exam inquiries and other service related issues.
- Work with Client Success Team to resolve requests for students and clients.
- Cross-train on different job functions within the department to ensure no lapse in service level occurs when staffing is limited, when priorities change or when other scenarios occur.
- Keep abreast of changes in policies and procedures through active participation in training programs and interdepartmental communications.
- Perform other duties related to those enumerated above as needed.
Knowledge, Skills, Abilities:
Education: High School Completion required
Experience: AS400 Enrollment/ Navigation a must.
- Customer Service experience; B2B service experience a plus
Computer Skills: Comfortable with laptop, MS Office, Oracle, docSTAR, Storms, AS400/JDE
Additional Requirements:
- Passionate advocate of education.
- Self-starter.
- Ability to work within a team.
- Ability to drive issues to closure.
- Ability to use a laptop.
- Willingness to use Five9 platform to address inbound callers where necessary.
- Ability to multi-task and work efficiently
- Excellent written and verbal communication skills.
- Ability to command an authoritative, yet friendly and engaging phone presence.
- Acute active listening skills.
- Demonstrates empathy, respect and understanding of the needs of our customers.
About Us:
Through the power of education, we help over 150,000 people each year launch, accelerate and thrive in their careers. We’re Penn Foster, and we are on a mission to bridge the gap between education and economic opportunity to build a stronger workforce. A pioneer of online education, we are changing lives with each enrollment. Backed by Bain Capital Double Impact and in partnership with hundreds of leading employers, educators, and community-based organizations, our impact on the workforce can be seen across many industries. And while we’re proud of the progress we have made in upskilling millions of American workers, we know that much remains to be done! We’re looking for mission focused, purpose-driven individuals to join our team and play a role in helping to change a life, or make a dream come true.
What We Offer:
We offer a competitive base salary, plus a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, paid charity days, parking & commuter benefits, a 401K with a company match, plus free access to all of our online programs.
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Salary : $31,700 - $40,200
