Location: Scranton,PA, USA
Position Summary:
A Client Coordinator is responsible for developing relationships with both internal stakeholders, as well as partners and learners to promote academic progression, retention and confidence with Penn Foster.
The Client Coordinator is expected to act as a representative for the Client Support team, and liaise both internally and externally in all matters related to the student experience, their academic success and their progression. The Client Coordinator is expected to gain a full understanding of new and existing clients assigned to their portfolio. The successful candidate will also be responsible for collaborating with different work groups and departments to improve support, influence academic progression and enhance client satisfaction.
They must be an advocate for positive change, championing causes that benefit our students, our employees, and the Company.
Essential Job Functions:
* Work closely with members of leadership to drive positive change within the department
* Resolve tactical client escalations and inquiries in cooperation with other departmental resources, the Client Success team, IT support, Marketing, and Education
* Collaborates with Client Support leadership and the advocate team to pro-actively identify challenges and opportunities to improve the learnert experience and their satisfaction with Penn Foster
* Respond to and resolve complex partner issues through recognition, research, tracking, escalation and follow-up; works with leadership to implement processes to reduce or eliminate future roadblocks
* Provide updates both internally and externally which demonstrate analytical insight and strategic problem solving, as it relates to learner and partner satisfaction, as well as academic progression
* Where applicable, partner with clients and internal resources to create customized, targeted road maps and intervention strategies to encourage and advance student success
* Performs other duties or responsibilities as required or requested
Knowledge, Skills, Abilities:
Education: Associate Degree or higher required
Experience: 1-3 years of B2B customer service experience preferred
Computer Skills: Strong computer skills required; Experience and fluency with Microsoft Office is required
Other Requirements:
* Strong written and verbal communication skills
* Analytics experience preferred
* Client and project management expertise
* Ability to be flexible and adaptable to change
* Effective problem-solver
* Display patience and empathy with students and clients
* Must be able to handle escalated situations and have difficult conversations
* Ability to work as part of a team and/or individually
* Ability to work effectively with multiple deadlines
About Us: At Penn Foster Group, we are transforming online learning to help learners by bringing together Penn Foster, CareerStep, Ashworth College, James Madison High School, the New York Institute of Photography, the New York Institute of Art and Design, and other education platforms. Together, we create an accelerated path to greater economic mobility through real-world skills and knowledge that enable learners to achieve long-term success in the workplaces of the future. Our history dates back to 1890 when our founder, Thomas Foster, pioneered distance education by offering training by mail for coal miners to get the necessary skills for safer jobs. Today, with the partners who use our education and training programs, we continue that mission of providing accessible training and education for in-demand skills and are building a workforce that's prepared for the future job market.
Equal Employment Opportunity: We strive toward Diversity, Equity, and Inclusion at Penn Foster Group by intentionally building diverse teams - in identities, lived experiences, and ideas to create a culture where people feel connected to each other and have a sense of belonging. We value diversity, equity, and inclusion because it is the foundation that enables us to achieve what we set out to do as an organization - from maximizing the number of learners who can reach their goals while giving them the kinds of experiences we want them to have, to becoming the type of company we want to work in.
What We Offer: We offer a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, a 401K with a company match, and free access to our online programs.
This position is fully remote in PA, FL, GA, IL, IN, NC, SC, TN, TX, UT, WI, AL, KS, LA, MA, MI, MO, NH, OH, OK, VA, AZ, CO, MN, NJ, NY only.
Other details
* Pay Type Hourly
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* Scranton, PA, USA