Customer Service Technical Support Advisor Jobs

Student Support Advisor - Are you skilled in creating rapport with students through the use of interpersonal techniques such as: active listening, expressions of empathy, demonstrating positive regard and empowerment, providing clear and accurate information, using questioning, challenging, and reflecting techniques? If so, perhaps Dorcas International is the place for you.

With an ever passionate and dedicated team of diverse professionals, Dorcas International Institute of Rhode Island strives to create a welcoming environment for all, working to empower the most vulnerable. For more than 100 years, we have worked to meet our clients where they are by providing wraparound services to help those seeking to overcome educational, cultural, economic, and language barriers. A non-profit 501(c)(3), Dorcas International offers adult education, language learning, job training, employment services, citizenship and immigration services, refugee resettlement, clothing and household needs, and more.

The Student Support Advisor provides a range of comprehensive non-academic support services to achieve student success and persistence for adult education students, with strategies to maximize their attendance and retention in the program, while meeting or exceeding all required department goals and outcomes. This role also serves as the primary non-academic point of contact for students enrolled and participating in adult education and workforce training classes; provides academic and administrative support, as well as assists with intakes, orientations, and educational testing as part of student enrollment process. The Student Support Advisor also works with the Management Team to identify and implement student recruitment and retention strategies; conduct student surveys; and assist with program development in relation to student attendance, success and retention.

Responsibilities:

• Coordinate and make appropriate referrals internally and externally for needed resources and services.
• Ensure proper follow ups, have face-to-face or virtual interactions with clients and other parties as needed.
• Provide problem solving assistance; act as mediator/liaison internally and externally.
• Track, maintain and report student attendance, testing outcomes, and progress through education programs.
• Maintain systematic records of student interactions, services and referrals, and outcomes in agency and external databases as required by funders.
• Remain well versed and up to date in area of student support expertise.

The candidate should have the following:

• Minimum of an Associate's Degree or 4 years equivalent experience.

• Bilingual Spanish/English language skills required.
• Subject matter expertise/experience in specific content areas and/or customer service.
• Strong interpersonal and rapport building skills; Ability to handle high volume of clients with differing abilities and backgrounds.
• Motivational interviewing skills.
• Ability to exercise judgement, identify problems and develop solutions.
• Ability to manage time and priorities effectively; Strong multi-tasking ability.
• Highly self-motivated, flexible, and enthusiastic team player who can collaborate with colleagues.
• Excellent organizational and documentation skills; exemplary attention to detail (records, files, schedules, other).
• Ability to effectively communicate with and work with diverse populations/cultures; possess patience, diplomacy, and tolerance.
• Ability and flexibility to work a split shift and occasionally on Saturdays.
• Ability to work within specific deadlines and deliver accurate and high-quality work.

Why should you apply?

• Range of professional opportunities in a growing organization
• Generous employer-paid health & dental benefits
• Generous paid vacation, sick days, and personal leave in addition to 13 paid holidays
• 403b retirement plan with employer contribution and life insurance
• Full-Time (37.5 hours/week)
• Hourly rate of $22