Alumni Support Operations Coordinator at Lambda School | Torre
Alumni Support Operations Coordinator
Lambda School
Lambda School

Alumni Support Operations Coordinator

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Full-time

Legal agreement: Employment

Compensation
USD40K - 50K/year
Non-negotiable
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Hybrid (United States)
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Posted almost 5 years ago

Responsibilities & more

• Connect with Alumni via Slack, email, chat, and phone to answer questions, provide guidance, and ensure satisfaction • Listen to our Alumni to gather the necessary information to answer their questions/concerns, and determine if and when to involve another team in order to help resolve the issue or need • Clearly communicate and collaborate with other staff members and teams, to ensure all cross-functional teams are aligned and working together towards the best possible outcome. Providing a seamless transition when handoffs to another team are necessary, while following up to confirm a resolution was reached • Increase customer satisfaction rates on alumni interactions, by responding to questions and concerns in a timely manner. We will be working towards a <30 minute FTR (first time response), with a full resolution of 24 hours. • Handle and resolve Alumni complaints, inquiries, and escalations. Knowing when and how to appropriately route incoming tickets from Alumni • Document all Alumni interactions, in detail, for future follow-up and case management • Monitor and answer questions in the online Alumni community space within Slack • Identify trends in alumni sentiment and opportunities for improvement, summarizing trends for stakeholders, and working with cross-functional teams to drive continuous improvement • Engage closely with our Alumni on a regular basis to assist with Technical Support, Career Services, Financial Support (ISA’s), Continuing Education, and Volunteering and Mentorship • Develop and maintain a level of understanding about each team within Lambda, as well as what each team handles, in order to better understand who best to assist with a student’s questions and concerns.
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