Job Description Job Description Salary: $50-55k/annually About SANS SANS Institute (SANS) launched in 1989 as a cooperative for information security thought leadership, it is SANS ongoing mission to empower cyber security professionals with the practical skills and knowledge they need to make our world a safer place. We fuel this effort with high quality training, certifications, scholarship academies, degree programs, cyber ranges, and resources to meet the needs of every cyber professional. Our data, research, and the top minds in cybersecurity collectively ensure that individuals and organizations have the actionable education and support they need. Join the SANS Team At SANS, our culture is defined by Mission, Brand, People. Our goal is to hire people who understand the importance of continuing to fight against the bad guys (Mission) while delivering the highest quality training (Brand) to our students. We want employees whose personal values align well with our culture of fairness, honesty, customer focus, and pragmatic approach (People). Summary of Position We are seeking a Registration and Tuition Coordinator to join our team. This individual will provide registration assistance for the SANS Institute and report to the Registration & Tuition Manager. We are looking for an individual with excellent communication skills, detail-oriented, finance or accounting background and experience as well as the ability to work well individually or as part of a team. This position is remote with the ability to occasionally work onsite in our North Bethesda, Maryland office and travel, as needed. Key Responsibilities Tuition Tier 2 support in Service Now. Process student transfer requests. Apply approved pricing adjustments. Process cancellations. Add/Remove discounts to orders. Process Credit Card Refunds and Credit Memo Request where applicable. Void credit card payments. Review Chargebacks from credit card companies and update registration accordingly to refund or lock accounts/remove access. Dispute, when possible, as needed. Process/Create Discount Codes, as needed. Support Payroll (sanctioned countries review) alias, as needed. Process sans.edu requests (cancellations, refunds, transfers, etc.), as needed. Other duties, as assigned. Basic Qualifications Customer Service experience. Comfortable working at home or reporting to SANS Headquarters, as needed. Ability to present information and ideas clearly and concisely, with content and style appropriate to the audience (whether one on one or within a group). Ability to present opinions and ideas in an open objective way. Ability to work well alone or as part of a team. Ability to interact successfully with a wide range of people. Ability to build relationships of mutual trust with students. Ability to handle complaints and concerns of students in a sensitive manner. Ability to establish priorities and meet deadlines. Ability to work easily within multiple Registration Systems. Capacity to adapt to new situations and settings and tolerate change well. Flexibility to adapt to the needs of the moment. Ability to work in the Service Now system. Preferred Qualifications Bachelors degree Strong experience using Word, Excel, Salesforce, and Power Point. Reporting Relationships This position will report to the Registration & Tuition Manager and has no direct reports. Work Environment Remote work environment with the ability to occasionally work onsite in our North Bethesda, Maryland office and travel, as needed. Equal Opportunity Employer SANS is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please contact SANS Human Resources. California residents click here for SANS privacy notice for California job applicants The base salary range for this position is between $50,000 and $55,000. Base salary ranges may vary by geographic location and relevant experience, education, certifications, and years of experience. There is no guarantee an offer will be at the top of the posted range based on the salary analysis. In addition, SANS provides the following benefits: Medical Dental Vision Short-Term Disability 401(k) with company match Employee Assistance Program Supplemental Life Insurance and AD&D Paid Time Off Company Paid Holidays Volunteer Paid Time Off remote work #J-18808-Ljbffr
Microsoft Word PowerPoint Salesforce ServiceNow Customer service Microsoft Excel