The Live Chat Advisor is responsible for running the online chat system for Colorado Technical University. Advisors will interact with current and prospective students, answer questions, and set appointments for the admissions team, while ensuring a high level of service and compliance.
Generates inquiries for the Admissions department by engaging prospective students using the Live Chat technology, on the CTU website
Set appointments for interested students with admissions advisors.
Meet or exceed all chat conversion standards set for the team to include chat to appointment and appointment to enrollment metrics.
Maintain a strong understanding of current product knowledge information for all CTU campuses.
Provide chat report daily.
Provide excellent customer service and support for CTU students and prospects
Follow up on prior chat engagements via phone contact as needed.
Assist with overflowed calls and calls received after normal business hours.
Additional duties as assigned.
Knowledge, Skills and Abilities, Competencies
Excellent keyboarding and PC skills (Word, Excel, and Outlook).
Strong grammar and spelling skills.
Strong judgment and ability to find solutions to complex problems in a timely manner.
Knowledge of all applicable federal and state regulations and all accrediting agencies standards and requirements related to Higher Education.
Ability to be successful individually, and as a team member.
Positive attitude, mature, and able to present one's self in a professional manner.
Possesses a thorough understanding of all applicable school systems and tools.
Obtain a deep understanding of all CTU programs, policies, and accreditation.
Successfully completes admissions training, compliance, and product knowledge checks.
Ability to work under pressure in a fast paced environment while providing a high level of service.
Education and Experience: Minimum
High School Diploma or its equivalent
1-2 years of experience in customer service
Education and Experience: Preferred
Associate degree from an institution accredited by an agency recognized by the U.S. Department of Education (or international equivalent)
1 year of admissions experience
Data entry experience
Perdoceo Education Corporation