Student Success Partner- Customer Service

Primary duties and responsibilities:

• Providing Non-Academic Support by communicating with families and providing targeted support  
• Assisting in identifying students' personal barriers preventing their educational success (tech issues, time, and self-management, managing virtual learning curve, study habits and skills and offering orientation help) 
• Review Academic progress and pacing while working with both instruction, guidance, and Exception Student Services as needed to ensure successful achievement within their assigned courses 
• Monitor Engagement for the students that are not meeting each course attendance requirements and actively participating and engaged in all courses scheduled 
• Monitor and assist with the students who are academically not progressing and below 40% in courses 
• Contacting Parents/Guardians of minor students who are not engaged in scheduled courses and work on a plan to keep both students and guardians engaged 
• Utilizing data and reports to continuously monitor students’ success or lack of success 
• Model appropriate behavior with students, parents/guardians, and colleagues  
• Review and work with students who are truant or have not started scheduled courses to get them re-engaged and active in courses 
• Withdrawing students who are not responsive to the reach outs and not meeting the expectations of scheduled courses and attendance 
• Withdrawing students who have completed with their credit recovery or have decided to go another educational route 
• Assess students that continually are not meeting the school program expectations and have academic behavior contracts explained and completed when necessary 
• Collaborate with Attendance Clerks to assist with students or families that are having difficulty with getting logged in and submitting/approving attendance hence holding them back from progressing 
• Conducting Live Orientations after term start dates or as necessary to assist student that are struggling with the virtual education environment 
• Working with families/students through scheduled appointments to offer personalized coaching  
• Develop and maintain data reports as requested by leadership 
• Respond to student and parent inquiries via phone, text, and e-mail regarding guidance topics. This includes calls and emails that come through the general line. 
• Enter and evaluate transcripts in collaboration with the School Counselors 
• Collaborate with School Counselors to assign students to courses each term as needed 
• Ensure students are in the correct courses to meet their graduation needs 
• Assist the School Counselors in supporting student achievement and student progress 
• Work with students, parents, and Guidance Counselors to create post-secondary plans for students 
• Assist concurrent students with scheduling.  This includes reaching out to home school counselors, parents, and students regarding course options if classes selected are not available. 
• Other duties as assigned.  

Company-wide skills, abilities and expectations:

• Communicate clearly and professionally in both written and verbal form
• Maintain a high level of customer service with both internal and external stakeholders
• Maintain a professional code of conduct, including professional language, actions, and attire
• Maintain confidentiality of matters pertaining to clients and co-workers
• Acknowledge and accept direction from company leadership
• Demonstrate willingness and desire to work and collaborate with clients, co-workers, and the general public
• Prioritize work and handle multiple tasks while working independently
• Remain organized and plan well
• Work well under pressure, pay attention to detail, meet deadlines and deal with difficult situations while maintaining composure, professionalism, and a positive attitude.
• Examine data analytically, showing excellent reasoning and problem-solving skills as it relates to continuous improvement
• Commit to professional and personal growth
• Embrace a culturally diverse environment while working from a remote location
• Know and be proficient in Microsoft Office programs
• Adapt to change while conveying professionalism
• Work under pressure; pay attention to detail; meet deadlines; deal with difficult individuals while maintaining composure and professionalism
• Meet quantitative and qualitative performance expectations and requirements
• Maintain positive and pro-active customer service in all aspects of communication, both internally and externally. 
•  Communicate effectively, both verbal and written; able to take direction and eagerness to learn. 
•  Prioritize work and handle multiple tasks while working independently. 
•  The ability to put aside any personal feelings when assisting families with various situations. 
•  Providing a solution when addressing issues that may arise. 
•  Display excellent planning and organizational skills. 
•  Work under pressure, pay attention to detail, meet deadlines and deal with difficult situations while maintaining composure, professionalism, and a positive attitude. 
•  Take initiative to look at data analytically, showing excellent reasoning and problem-solving skills as it relates to continuous improvement for professional and personal growth. 
• Demonstrate awareness and willingness to understand personal role and how it contributes to the success of other departments or functional areas. 
• Embrace a culturally diverse environment. 
• Know and be proficient in Microsoft Office programs. 
• Adapt to change while conveying professionalism.  

Specific Job Skills/Abilities:

• Support the philosophy and vision of the school. 
• White Glove customer service for all our students and families. 
• Possess an understanding of when to contact administration and/or PD team of matters concerning safety and/or ethics. 

 Education/Training: 

• Excellent Microsoft Office skills 
• Intermediate to Advanced knowledge in Excel 
• Excellent communication skills both oral and written 
• Prior data report experience preferred. 

Other Requirements: 

• 1-year prior experience in an clerical role 
• Current Arizona Fingerprint Clearance Card preferred 

Environmental Conditions:  Collaborative open environment, office environment

The company will provide equal consideration to all qualified applicants for employment without regard of race, religion, color, sex, gender, national origin, age, veteran status, marital status, or disability protected by law.