Pearson Hiring for Student Support Specialist at Atlanta, Georgia Full Time

Pearson Online Learning Services (POLS) adds life to a lifetime of learning. We are a community of educators, designers, marketers and entrepreneurs. We work across diverse disciplines and global boundaries to connect more students to top tier universities and colleges. We partner with higher education institutions to help them build and manage learner-centered, academically strong experiences that help learners to achieve success in career and life.

Our team helps our academic partners translate their pedagogical visions into rich, engaging online experiences that deliver strong outcomes. Providing strategy, planning, and research to help identify opportunities, prototype new offerings, and improve program performance. Enrolling students by building compelling marketing campaigns, improving recruitment, and opening new channels to reach qualified learners. Advising and supporting partners to rapidly expand non-degree offerings, including short courses, boot camps, and other forms of experiential, team-based learnings. Support and coaching learners to improve recruitment, retention, satisfaction, and graduation rates.

The Student Support Specialist’s primary responsibility is to build an effective, trusting relationship with each student that ultimately promotes student persistence. This includes communicating with the student in an effective manner, setting goals, advising students on effective problem solving, assessing student risk factors and responding accordingly. The Student Support Specialist is responsible for representing the University or College brand and providing students with the institutional information, guidelines, policies and procedures regarding new and returning student enrollments. This includes providing academic course requirements, course registration, and timelines to complete all items regarding their degree program or course of study. Additionally, this position is responsible for managing accurate student information regarding their progress throughout the degree program.

Pearson is currently holding the Pearson Online Learning Services business under strategic review to assess the optimal long-term ownership structure.

Important: The preferred hours of work are Monday to Friday 10-7pm CST or 9-6 pm PST . Also, availability to work one Saturday a month is required.

General Responsibilities:

• Specific duties and responsibilities include, but are not limited to, the following:

• Guide and Monitor students’ progress regarding issues such as student orientation, course selection and registration, course materials, billing and navigating the online courses.

• Provide high touch support to students and act as the student’s main point of contact during their program of study.

• Follow established communication plan guidelines and protocol.

• Contact each new student to conduct a Learning Preparedness Assessment or similar process, including leading new student welcome/orientation calls. Communicate course information and required course materials to students to ensure preparedness well in advance of course start dates.

• Evaluate student’s abilities, interests and personality characteristics in order to provide regular guidance and support activities.

• Timely response to student’s inquiries – if a student inquires before noon a response is required by end of the current business day, if the student inquires after noon, a response is required before noon the next business.

• Completes all tasks as defined in the timelines assigned.

• Proactively contact students by telephone, email and other methods to build and maintain relationships.

• Acclimate new students to the learning environment including leading new student welcome/orientation calls and webinars.

• Advise students on university administrative matters (registration, withdrawal, course materials, financial aid, etc.).

• Maintain accurate and complete student enrollment records as required by university governance and all laws, policies and administrative regulations and policies, to include keeping accurate information in the CRM.

• Follow up with students that contacted Technical Support to ensure their issue is resolved.

• Identify and respond to at-risk behaviors by offering additional support and counseling.

• Meet or exceed student retention program metrics each term.

• Implement re-engagement initiatives to bring inactive students back into the program.

• Accurately and effectively communicate student feedback to internal and external departments.

• Escalate student retention concerns to Manager’s attention.

• Facilitate student requests for assistance such as contacting campus based facilitators for arranging additional academic tutoring and referring students to the appropriate university services.

• Attend all required internal and external professional meetings, telephone conferences and training workshops to maintain and improve competence.

• Using communication tools and protocol, share relevant information with other key stakeholders.

Qualifications:

• 4-year degree from an accredited institution OR appropriate combination of experience and education.

• 2 years previous customer service experience in a high volume corporate or call center environment.

• Ability to work effectively across teams.

• Professional oral, written  and communication skills for effective contact and presentation  with stakeholders.

• The ability to multi-task, and work well under pressure with tight timelines.

• Must be able to perform non-local travel up to 10% if required by the business.

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State, and New York City laws, the starting pay for this role is $21.00-$23.00 USD per hour. This position is not bonus eligible, and information on benefits offered can be found on our benefits website: https://pearsonbenefitsus.com/

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [email protected].

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: LEARNING DELIVERY

Organization: Virtual Learning

Schedule: FULL_TIME

Req ID: 11094

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