• Supports learner requests regarding academics and learner records from the first course through graduation and beyond • Provides learners with an exceptional service experience, leaving a lasting, positive impression of academic advising and Capella University • Proactively informs learners of important milestones in their programs and provides resources and promotes coach connection to streamline the experience • Educates learners about self-service resources and encourages users to build greater learner independence and self-sufficiency • Responds to learners via a wide variety of communication channels and systems, including phone, voicemail, email, text, and casework • Answers questions in alignment with role boundaries and triage requests as needed to academic coaches or other departments • Effectively uses resources, Salesforce/Campus Solutions System, Academic Plans, InContact, SharePoint, Pinnacle, ScheduleOnce scheduling tool, and MS Office to manage learner data, perform tasks, document interactions, and answer questions • Creates, manages, and resolves casework efficiently, staying within the assigned service level agreement (SLA)