The salary range for this role 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 role, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

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.

Essential Functions and Responsibilities:

• Implement strong customer service with students on phone, email, webcam.

• Provides WGU Academy expertise to students via direct student outreach and responding to support requests. Maintains that expertise through ongoing development activities (such as staying up to date on policies, program updates, and technology/platform changes.)

• Responds to student questions and concerns through managing incoming support requests; resolves complex student issues, directly supporting students and owning the issue from start to finish; takes efforts to ensure ongoing satisfaction with the program and successful progress to completion.

• Demonstrates a commitment to diversity, equity, and inclusion, and supports a culture of inclusivity and belonging.

• Collaborate with Academy staff to find effective solutions for students.

• Performs other related duties as assigned.

Knowledge, Skill and Abilities:

• Proficient use of all WGU Academy systems and applications.

• Excellent computer skills and system navigation.

• Excellent communication skills including verbal, written, and presentation skills.

• Tactfulness and discretion are required in communications with students.

• Ability to collaborate with colleagues inside and outside the department in order to gather information.

• Strong commitment to team dynamics with the expertise and ability to follow directives when required.

Competencies:

Organizational Impact:

• Works to achieve day-to-day objectives with a significant impact on the job area.

• The work is performed independently under limited supervision and consists of non-routine tasks that may require discretion within established operational boundaries and procedures.

Problem Solving and Decision Making:

• Problems and issues faced are unclear and may require some analysis to understand and resolve.

• Employs minor changes in activities and processes to solve problems or improve effectiveness of area.

• Expected to develop solutions independently, with manager review.

Communication and Influence:

• Collaborates with contacts typically within and outside the job area on matters that typically involve obtaining or providing information on matters of moderate importance to the University.

• Explains practices, procedures, and policies to reach agreement.

Job Qualifications:

Minimum Qualifications:

• One (1) year of related experience in customer- or student-facing roles,

• One (1) year of experience in the use and operation of personal computers and associated standard software, including Microsoft Office Suite.

Preferred Qualifications:

• Experience working in education – K-12 or college.

• Experience with non-profit organization or underserved populations.

• Experience in customer service.

• Experience with Salesforce or another CRM.

Physical Requirements:

• Limited travel for team meetings in Salt Lake City

• Prolonged periods sitting at a desk and working on a computer.

• Remote Position

• Weekend hours required

• Required Schedule: Tuesday through Friday 8:00am-5:00pm MT, Saturday 8:00am-2:30pm MT

• Must be able to lift up to 15 pounds at times.

*Current WGU employees must submit their internal application prior to 9/12/2023 to be considered for this position*

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As an equal opportunity employer, WGU recognizes that our strength lies in our people. We are committed to diversity.