Student Experience Support Specialist

Job Title

Student Experience Support Specialist

Job Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

The Student Experience Support Specialist serves as a critical point of contact and a trusted advisor for students, delivering a high-touch, concierge-level service experience. This role is responsible for the seamless execution of national program initiatives and operational tasks, while providing dedicated support to all Florida real estate students. By acting as a central resource for inquiries and program coordination, the incumbent contributes to the organization’s mission of driving positive student outcomes and maintaining superior service standards across all national markets and specific regional portfolios.

Key Responsibilities

• Deliver concierge-level support to students and stakeholders via phone, email, and chat to resolve inquiries and provide a premium service experience.
• Provide dedicated assistance to Florida real estate students, ensuring they meet specific state regulatory requirements and experience a seamless transition through their licensing programs.
• Manage student records and orders accurately within internal databases to ensure data integrity and the seamless delivery of educational materials and services.
• Coordinate national program initiatives by executing specific campaign tasks and special projects that align with organizational growth with both client and student success goals.
• Identify and escalate complex issues to the appropriate internal teams or leadership to ensure timely resolution of student concerns and maintain high satisfaction levels.
• Advise students on program requirements and product lines using in-depth subject matter knowledge to guide them through their educational journey.
• Utilize internal IT and business systems to track interactions and process service requests, ensuring all administrative tasks are completed with high attention to detail.
• Collaborate with cross-functional teams to provide feedback on student experiences and suggest improvements for national program workflows and service protocols.
• Maintain professional communication standards in all interactions, ensuring information is transmitted accurately and understandably to a diverse student population.

Required Qualifications

• Education: High School Diploma or GED.
• Experience: 1 year of relevant service experience, preferably in customer support or customer relations.
• Technical Skills: Proficiency in MS Office and Gmail; ability to learn and navigate internal IT and business systems.
• Soft Skills: Excellent written and verbal communication skills; strong focus on service excellence; ability to multitask and remain detail-oriented in a fast-paced environment; self-motivated with a calm and professional demeanor.
• Adaptability: Team player with the ability to adapt to changes in workload, systems, and organizational processes.

Preferred Qualifications

• Strong ability to multitask and prioritize tasks effectively while remaining detail-oriented.
• Self-motivated, positive, and friendly demeanor with the ability to remain professional in high-pressure situations.
• Demonstrated excellence in communication to transmit complex information accurately.
• Proven focus on service excellence initiatives and driving positive student outcomes.
• High level of adaptability to changes in workload, systems, and processes.

Beyond base salary, our comprehensive total rewards package includes:

- Remote work provides a flexible work/life balance
- Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members
- Access to health and wellness benefits new hire eligibility starts on day 1 of employment
- Access to 401K Savings Plan company match provided after eligibility is met
- Generous Paid Time Off includes paid holidays, vacation, personal, sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities

We are committed to providing a supportive and rewarding work environment where every employee can thrive. You can learn more about our full benefits package and total rewards philosophy here.

At Kaplan, we believe in attracting, rewarding, and retaining exceptional talent. Our compensation philosophy is designed to be competitive within the market, reflecting the value we place on the skills, experience, and contributions of our employees, while taking into account labor market trends and total rewards.

The salary rate for this position is $21.00 per hour.

#LI-Remote

Location

Remote/Nationwide, USA

Additional Locations

Employee Type

Employee

Job Functional Area

Customer Service

Business Unit

00092 Kaplan Health

Diversity & Inclusion Statement:

Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. Learn more about our culture here.

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.  There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.