Customer Success Specialist

In order to ensure your application is received by NAIT for thorough review and consideration, please apply directly through our Careers site at www.nait.ca/careers

Please Note: This posting will be used to fill two positions.

The Customer Success Specialist is a key member of the Foundational Learning team in Corporate & Continuing education with a focus on nurturing, solicitation, acquisition, recruitment, retention, and converting both our current and potential students through a positive and seamless customer experience. This role is pivotal in supporting the operations of Foundational Learning and providing comprehensive advising to current and prospective ESL and Academic Upgrading students. Foundational Learning Program caters to learners requiring substantial guidance to achieve the academic and language proficiency necessary admission in NAIT courses. They have unique needs as they are at varying levels of language proficiency, which requires tailored support to navigate complex processes and written information on web pages. Hence, the need for in-person guidance. The major responsibilities include serving as the first point of contact for prospects, applicants, and current students in both programs, providing clear and compassionate support. Maintaining a detailed understanding of the two programs, including their structures, processes, and key dates. Delivering timely and comprehensive responses to students and perform the operational tasks of enrolling and transferring students. The ideal candidate will be a CRM power user, continuously seeking to understand and meet students' needs to provide tailored solutions that drive customer satisfaction and business growth.

This position also provides a consultative sales element with each direct customer exchange and lead generation. It offers the chance to delve into customer issues and engage in post-interaction follow-up, fostering customer relationships that revolve around delivering the ideal product or service to establish value and cultivate trust.

This position reports to the Manager of Foundational Learning.

Key Responsibilities:

Continuous Improvement and Feedback

• Continuously assess and improve customer success processes and strategies.

• Enrolling and transferring students as a top priority; being agile by prioritizing the conversion of client interactions into enrollment ensuring that students are enrolled promptly upon request.

• Provide exceptional customer service to prospects, applicants, and current students through in-person interactions, email, and phone to facilitate their enrollment process.

• Manually enroll students as required, ensuring a seamless process for ESL students needing to apply, pay, and complete a placement test without delays.

• Provide accurate and comprehensive information about program processes and student funding to prospects, applicants, and current students. This includes understanding and communicating term-specific dates and funding amounts.

Issue Resolution and Student Support

• Respond promptly to student inquiries and concerns via various communication channels (email, phone, chat, in person).

• Handle escalated student inquiries from other NAIT service teams, directing them to Program Leads or Program Manager for resolution.

• Collaborate with ESL & UPG Program Leads and other NAIT teams to address and resolve student challenges, both on campus and virtually.

• Maintain detailed records of student interactions and issue resolutions.

• Proactively identify trends in student concerns and work with the relevant areas to assist in preventing recurring issues.

• Assist and collaborate with C&CE staff with outreach to prospective or current students.

Skills & Abilities:

• The work requires knowledge, experience, and proven application of principles, theories, methodologies, and techniques in:

• Demonstrated cultural awareness and sensitivity necessary to work effectively with students from diverse linguistic and cultural backgrounds.

• Demonstrated positive Attitude & Customer-Oriented Approach - Creating a welcoming and supportive environment for FL students.

• Demonstrated oral and written communication skills. Experience writing and editing email communications.

• Ability to foster effective working relationships.

• Strong initiative, organization skills and attention to detail.

• High proficiency in Microsoft Office, and CRM software.

• Ability to work under pressure and meet tight deadlines.

• Build trust, communicate effectively, innovate, collaborate with others, and solve problems creatively.

Qualifications:

• Post-secondary education, degree, or diploma.

• Minimum of two years' experience in developing and executing customer service strategies/tactics to reach a wide range of target audiences.

• Experience in Salesforce is considered an asset.

Applicants with education credentials earned outside of Canada should have their credentials evaluated by World Education Services or the International Qualifications Assessment Service (IQAS).

Remuneration: $55,138.46 - $72,519.72 annually, plus a comprehensive benefits package. (Classification - Advisor/Specialist I).

This position is covered by the Alberta Union of Provincial Employees (AUPE) Collective Agreement.

Please submit a resume and cover letter to be considered for this opportunity.

About NAIT

We are proud to have been named one of Alberta's Top Employers for 14 consecutive years. Being part of a community that makes a difference in the lives of students, staff, industry clients and partners, NAIT's culture reflects our shared values of respect, collaboration, celebration, creativity, and accountability.

People are what make NAIT great, and we prioritize the employee experience. We offer benefits and unique perks focusing on health and wellness, work-life balance, recognition, and professional and personal growth. In addition to excellent vacation time, we offer paid time off between Christmas and New Year's.

NAIT supports a flexible work environment, enabling staff to request approval for on-campus, off-site, or hybrid work arrangements based on the nature of the role. Please note that remote positions require employees to reside within Canada.

NAIT is committed to fostering an environment that supports equity and cultivates inclusion through our Equity, Diversity, and Inclusion Strategy. We are a proud partner of the Canadian Centre for Diversity and Inclusion and Pride at Work Canada. While we encourage all qualified applicants to apply, only those being considered will be contacted. If you require any accommodations, please connect with us at careers@nait.ca.

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