Student Support Specialist

WGU Student Support Assistant

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. The salary range for this position 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 position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is: Grade: Services 205 Pay Range: $20.33 - $29.51

Job Description

Shift: Mon-Thurs 8:00 am to 5:00 pm Mountain, and Saturday from 8:00 am to 2:30 pm Mountain. 30 Min Lunch

Primary Responsibilities

• Retains foundational responsibilities and displays expertise across both entry- and mid-level Student Support skills, adapting to meet dynamic operational needs.
• Offers tailored assistance to students and staff across varying skill levels, with a focus on aligning support to current organizational priorities.
• Manages student inquiries via email, phone, and other channels, ensuring clarity, professionalism, and empathy.
• Leverages comprehensive understanding of WGU support systems to resolve student concerns effectively, often achieving single-contact resolution.
• Collaborates with internal teams to enhance student experiences, escalating complex cases as needed to ensure satisfaction and resolution.
• Monitors and addresses any service lapses that may impact students, upholding high standards of reliability.
• Maintains punctuality, confidentiality, and performance expectations, modeling integrity in handling sensitive information.
• Follows internal documentation protocols to log interactions, updates, and communications promptly and accurately.
• Serves as a resource and guide for colleagues, promoting continuous improvement and team success.
• Observes and analyzes processes to identify obstacles, providing solution-driven recommendations to enhance efficiency.
• Performs other job-related duties as assigned.

Qualifications Knowledge, Skills, and Abilities

• Demonstrates proficiency of all knowledge, skills, and abilities, of the Student Support Assistant role.
• Proficient in existing systems, including but not limited to Salesforce, Genesys applications, and other systems.
• Strong verbal and written communication skills.
• Ability to keep a professional attitude with staff and students.
• Creative mindset...

Western Governors University is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation or any other classification protected by federal, state or local law.