Triage
A current student calls in wanting to cancel. What is the first step in handling this ticket?
Check to see if the student has started class yet.
What is the full cost of tuition?
$3999 + $59 enrollment fee
What are the next steps after having a call with a prospective student?
Send them the appropriate sequence.
How many hours is the Pharmacy Tech externship?
130 hours
Who do you assign Active Duty Military Spouse Tickets too?
Ash
Is the NHA included with my tuition?
No, it's a separate fee of $160.
A student calls in saying they paid $59, but our program is not accepted in their state. Who handles this ticket?
Patrick or Ashley can refund them the $59.
Which program requires a drug screening and background check?
Pharmacy Tech
Who do you assign Army/Airforce tickets too?
Patrick
What program does not accept the state of Georgia?
All programs.
How much is the NHA rebate.
$30
In what week do students apply for career services?
Week 10.
What is the process when a student wants to change programs?
Clarify student's goals. Inform them of any differences between programs (price, etc). Get their start date/class time. Send to Patrick.
How do we check a person's scholarship amount for CCMA?
Look inside HubSpot.
If a student says they referred a student, but the student didn't use their unique referral link, what requirement needs to be met for the referral to be valid?
Student must state "friends" on the application.
Can I complete the externship where I work?
Yes, as long as your employer signs the externship site signs a contract and agrees to mentor you as you complete key tasks, you are welcome to secure your own externship site.
When should you assign Amazon Career choice to Ash?
When the student has paid $59. - Otherwise, we send potential students the Amazon Landing Page.
What reasons make a prospective student ineligible from joining Stepful.
Under the age of 18
Unable to work in the United States
Does not have a strong command of English
Does not have a High School Diploma or GED (or college transcripts)
The zipcode is on the ineligibility list.
A current student calls in upset that they haven't been able to get in contact with anyone. How do we handle the situation?
Understand what the student's current situation is. De-escalate the call. If unable to calm the student down and they want to talk to someone now, send to ash. If you are able to calm them down @ mention Brytelle explaining the situation and include the student's classroom account.
True or false - All externship placements require you to be vaccinated.
False - The vaccine requirements vary by site. Most sites do not ask for vaccine verification but if they do, they will require: TB, HepB, Covid, MMR,/ and Flu.