Who is iPEC?

At iPEC, we’re creating a world of oneness where everyone experiences the profound sense of purpose and joy that come from fulfilling their unique potential.  (That includes our team members, too.)

iPEC recognizes that it’s our talent—the amazing human beings that comprise our team—that enable our success in fulfilling our mission to raise the consciousness of the world. Therefore, we’re committed to striving for excellence in the selection, development, motivation, and recognition of our team members.

Through the life-transforming power of consciousness-based coaching, we empower people around the world to awaken to their immense potential—and we're thrilled to have been doing so for over 25 years. 

Guided by our four core beliefs, we walk our talk as we strive for a more conscious world. Every day, we show up for our mission with intention, openness, and enthusiasm for all there is to learn and grow from on this meaningful pursuit. 

Job Summary:

Our Student Support Specialist builds relationships with our student base while performing record maintenance and simple help-desk assistance, along with cross-functional teaming. Ensuring excellence in the student journey includes managing the delivery of both hard goods and digital goods which directly impact customer satisfaction. Our Student Support Specialists’ primary role is to develop a supportive relationship with the students by providing guidance, information, and coaching throughout the students’ journey. They are the point of contact for issues and questions regarding the student HUB and daily student interactions. The specialist must maintain timely, accurate and detailed student files. The role is responsible for contributing to internal cross-functional team initiatives to ensure departmental alignment and appropriate information sharing.

Student Support: 

This role works with our Operations/Student Support team and is responsible for responding to customer questions/challenges, working directly with customers to answer questions, and notifying them of any updates, changes or information essential to their student journey. In this role, customer satisfaction is a priority as providing information and class materials accurately and in a timely manner is how our business remains successful. Additionally, this role is well-versed in supply management principles, and best practices.

This role ensures efficient and cost-effective supply chain operation, promptly resolves distribution issues and has strong negotiation skills. This role is essential to ensuring that all materials are shipped to our training sites and Individuals, our inventory is organized and tracked, and orders/invoices/budgeting/cost forecasting is accurate.  In addition, this role is also responsible for the procurement of materials and office supplies. This position maintains and continuously improves our physical shipping infrastructure and our digital infrastructure as it pertains to program delivery, class materials, tools, and links. 

Essential Responsibilities:

Interact daily with students and graduates worldwide by telephone or email, to provide and process information in response to inquiries, concerns, and requests about programs and services

•        Provide excellent customer service and seamless transition for students as they journey through different stages of their program, through collaboration with various departments.

•        Assist with Advanced Standing, Coach Training Program, and COR.E Program completion guidance regarding assignment submittals for certification.

•        Effectively coach students with challenges pertaining to programs or services

•        Accurate and timely updates and maintenance of student records

•        Respond to general student inquiries regarding challenges with the student Hub, navigation, email reception, and general program inquires. 

•        Execute internal technical tasks and processes, such as: create and edit word/pdf files, edit and update email templates, send pre/post bulk merge via ghosted or personal emails, create searches and reports in NetSuite for analytics, manage and set up KPIs, perform imports/exports via NetSuite, Infusionsoft and HubSpot as needed.

•        Prepare and send outbound student communication, communicate and coordinate with internal departments

•        Attend weekly Student Support meetings as required.

•        Collaborate with DISK to ensure student materials are being appropriately packed and delivered. 

•        Monitor student supply orders with DISK and work with the Operations Manager as needed to replenish appropriately to ensure cost-effective methods of shipping are used. 

•        Consistently monitors Shipping ticket pipeline and communicates directly with students to resolve challenges and discrepancies in a timely manner per established process.   

•        Create and maintain reports on purchases, success/failure feedback. 

•        Organize and manage current inventory including annual budgeting, quarterly forecast, and accurate reconciliation of ordered vs received goods. 

•        Customer Service/Student Support – fulfill sales orders including phone orders/provide student support directly to customers. 

•        Prepare accurate reports.  

•        Liaise, compare, evaluate, and negotiate with vendors and suppliers. 

•        Evaluate the quality of purchased products. 

•        Complying with government shipping laws & regulations (both foreign and domestic) 

•        Monitors Marketplace Store for accuracy of displayed digital products. 

•        Maintain inventory of warehouse stock, execute orders, forecast for upcoming needs 

•        Monitor digital materials provided to students via the Hub, creating digital links and sending to students as needed. 

•        Returns and exchange materials as needed. 

•        Connecting with finance price fluctuation/change (researching different tax rates, UPS increasing prices, etc.) 

•        Monitors and provides in-person training supply replenishment and/or creation of new location setup for bin storage to ensure adequate stock ongoing. 

•        Proofs attendance sheets and student access to the appropriate virtual training rooms prior to every Module and communicates changes to trainers. 

Education and Experience:

• High School Diploma or GED is required.  Some college preferred.
• Minimum of 3 years administrative/customer service experience.
• iPEC Graduate preferred, but not required.
•  Proficient in Microsoft suite: Excellent Excel, Word, and PowerPoint capabilities
•  Inventory Management software preferred.
• HubSpot, NetSuite, DISK, Infusionsoft and Microsoft Office suite experience preferred. 

Required Skills/Abilities:

• Ability to follow pre-established policies and practices; escalation of questions/issues when necessary. 
• Outstanding communication and interpersonal abilities.
• Excellent organizational skills.
• Knowledge of basic computer programs and basic typing abilities including email response and data entry.
• Ability to handle sensitive information.
• NetSuite and/or HubSpot experience a plus.

Core Competencies:

• Excellent relationship building capabilities coupled with exemplary communication skills.
• Proven capabilities in managing multiple priorities, demonstrating agility, and ability to be detail oriented.
• Personable, courteous, and patient demeanor focused on establishing, building, and maintaining relationships
• Coaching, teaming, quality customer service regarding presentation and communication, relationship building, change agility, project management, problem-solving, attention to detail, time management, project execution, and multi-tasking.

Commitment to Diversity & Inclusion

It is iPEC’s mission to raise the consciousness of the world, one person at a time. Through our talent, we believe that diversity and inclusion make us a more innovative and vibrant place to work with our mission in mind. To learn more about iPEC’s commitment, please click here: https://www.ipeccoaching.com/diversity-equity-inclusion