Student Experience Support Specialist

📋 Description

• • Serve as a primary point of contact for Florida real estate students, delivering concierge-level support via phone, email, and chat to resolve inquiries and ensure a premium service experience.
• • Provide dedicated assistance to Florida real estate students, guiding them through state-specific regulatory requirements and licensing program transitions with accuracy and care.
• • Accurately manage and update student records and orders within internal databases to maintain data integrity and ensure timely delivery of educational materials and services.
• • Execute national program initiatives and special projects aligned with organizational growth goals, ensuring seamless coordination between student needs and operational workflows.
• • Identify, document, and escalate complex student issues to appropriate internal teams or leadership to ensure timely resolution and high satisfaction levels.
• • Advise students on program requirements, product offerings, and educational pathways using in-depth subject matter knowledge to support their academic and professional goals.
• • Utilize internal IT and business systems to track all student interactions, process service requests, and complete administrative tasks with precision and attention to detail.
• • Collaborate with cross-functional teams to provide actionable feedback on student experiences and contribute to the improvement of national program workflows and service protocols.
• • Maintain professional, clear, and accurate communication with a diverse student population, ensuring all information is conveyed understandably and in compliance with organizational standards.
• • Adapt to evolving workload demands, system updates, and organizational process changes while maintaining high service quality and operational efficiency.
• • Demonstrate a self-motivated, calm, and professional demeanor in fast-paced, high-volume environments to uphold Kaplan’s service excellence standards.
• • Support the organization’s mission of driving positive student outcomes and maintaining superior service standards across national markets and regional portfolios.