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Learner Services Representative

Below you will find the details for the position including any supplementary documentation and questions you should review before applying for the opening.  To apply for the job, please click the Apply for this Job link.

Please Note: Internal Applicants (current benefits-eligible employees only) must login to the applicant portal before clicking “apply for this job” in order to access the internal application.

Northeastern University Employee Benefits

Northeastern University is an Equal Opportunity, Affirmative Action Educational Institution and Employer, Title IX University. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by the law. Northeastern University is an E-Verify Employer.

Posting Details

Certain positions will be posted internally for 5 business days from the posting date. External Candidates please be sure to use the External Application form. If the External Application form is not available, this posting is not yet open to External Candidates.

Position Information

Position Title Learner Services Representative
Requisition Number STFR004339
Division/College Professional Advancement Network
Interdisciplinary Division/College
Location Dedham
Full-time/Part-time Full Time
Grade 51
Posting Date 01/30/2018

Generalists serve as the primary contact (via phone, email and chat) for parents and students and assist new and current student with all general inquiries not requiring a specialist, advisor, enrollment coach, or career coach. They will receive newly admitted students through a warm pass, as well as current students from the CPS Student Services Northeastern help line. The Generalist will be expected to demonstrate leadership and problem-solving skills in making sound independent professional judgment to facilitate services for students. Generalists duties will include, but are not limited to, the following:

o Assist with new and current students with the registration process, and general inquiries
o Act as a liaison for the student to assure that student’s questions and concerns are being addressed
o Escalate inquires to student’s advisor or the appropriate point of contact

This position will require excellent interpersonal skills and phone etiquette, a positive outgoing personality, the ability to work in a fast paced, ever changing environment, and a self-starter attitude. Individuals must be willing to work in a metrics driven position.


Minimum of Bachelor’s Degree is required. Two years prior experience in counseling students in an educational environment or relevant transferable experience required. Strong interpersonal, phone, and communication skills required. Customer service experience is essential. Ability to understand and effectively communicate the financial and regulatory information. Excellent organizational, counseling and computer skills are required. The candidate will have some experience in working with various databases and office applications with a demonstrated ability to navigate between multiple computer platforms in a fast paced environment. A demonstrated sensitivity to the understanding of the needs and concerns of a diverse population is also essential. Prior experience working in higher education, related academic experience, and supporting adult learners and/or contact center experience is desired. This position will require a flexible work schedule that would include some early evening and occasional weekend/holiday hours . It will be based in Dedham. Training will be conducted in Boston for approximately three weeks.

Additional Information

Documents Needed to Apply

Required Documents
  1. Resume
  2. Cover Letter
Optional Documents

Posting Specific Questions

Required fields are indicated with an asterisk (*).