Program and National Test Center Coordinator (PNTCC or PN)

Overseas Contingent III, (100% FTE, Full-Time), Grade 003

The Program and National Test Center Coordinator serves as the on-site University of Maryland Global Campus representative responsible for providing academic, administrative and testing support services, community outreach, and customer relations management.  The Program and National Test Center Coordinator is a front-line staff member that provides the best possible services to current and prospective students and engages as a team member.  This position reports directly to the Site Lead (SL), and if no Site Lead is assigned to the site, to the Assistant Director (AD). The Program and National Test Center Coordinator must work effectively with the AD and the Regional Director (RD), local Program Coordinators and staff, education center personnel, faculty, administrative staff , and the military community at large. There will at times be site specific duties that differ from location to location. Occasional evening/weekend hours; travel may be required.

SPECIFIC RESPONSIBILITIES INCLUDE:

• Provide students with superior customer service as an advocate and advisor throughout the academic cycle in a fast-paced environment, using various communication channels, to include in-person visits, telephone, e-mail, and videoconferencing.

• Promote and support localized UMGC services to include hybrid classes, testing services, and university sponsored events as assigned at site(s).

• Provide operational and administrative duties as needed to ensure offices and test centers (if applicable) are properly maintained by test agency standards.

• Maintain and expand knowledge and proficiency with UMGC systems to include all customer relationship management (CRM) databases to include Salesforce, Peoplesoft, and other university sponsored systems.

• Document all student contact through UMGC’s Customer Relations Management System and schedule appropriate follow-up activities

• Provide daily customer service and communicate with prospective and current students in a fast-paced, in person environment and also, through phone, email, CRM, and video communications

•  Maintain a positive relationship with the Education Services Officer (ESO), Specialists/Counselors, military partners, and equivalents. Provide periodic briefings as allowed to update military representatives on UMGC programs of interest.

• Organize and participate in local outreach activities to include, Education Fairs, Open Houses, Semester Start-ups, Student Appreciation Days, Local Graduations and other events as needed, professionally representing UMGC

• Track and analyze class enrollments and student interest, as well as local degree progression, to provide input on scheduling; ensure classrooms are provided with adequate space and needed technology for class instruction; be present at the first class session to provide assistance to instructors and students; and assist faculty in obtaining base access to attend class on their assigned installation

• Provide assistance with processing students’ military documentation (i.e. Tuition Assistance forms, orders, etc.)

• Distribute marketing, advertising, and mass media materials at assigned locations when permissible

• Execute site specific outreach plans and participate in outreach events to support university goals towards recruitment and retention

• Provide National Test Center testing services on a basis that meets community demand while balancing other, outlined duties and maintain NTC trainings/certifications as required

• Participate in UMGC staff meetings, professional development activities and training sessions as required

• Track and compile monthly statistics and provide reports as needed

• Maintain appropriate communication with immediate supervisor and other UMGC staff to ensure timely resolution of student issues/escalations

• Other job-related duties as assigned

REQUIRED EDUCATION AND EXPERIENCE: 

• Bachelor’s Degree from a U.S. regionally accredited institution or foreign degree equivalent

• Background in customer service

• Able to work in a fast-paced and complex environment with accurate attention to detail

• Possess basic office management and clerical skills

• Effective written and verbal communication skills

• Good interpersonal skills

• Successful applicants must be able to pass background check and meet requirements for individual logistic support (ILS).

PREFERRED EDUCATION AND EXPERIENCE:

• Applicants with a U.S. valid driver’s license and ability to obtain military driver’s permit in the host nation.

WHO MAY APPLY: Applicants with individual logistic support (ILS) preferred. Must be U.S. Citizens. Applicants must qualify for ILS. Criteria under which applicants qualify for ILS are: must serve the U.S. Forces exclusively; are not stateless persons; and are not ordinarily a resident in the host nation. 

All submissions should include a cover letter and resume. UMGC offers competitive compensation and comprehensive benefits for qualifying positions, such as tuition remission, generous leave and healthcare. For detailed benefits information, please visit: https://careers.umgc.edu/benefits.html.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

University of Maryland Global Campus (UMGC) is committed to helping safeguard the health of its faculty, staff, students, contractors, and guests. Because vaccinations reduce the spread of SARS-CoV-2-the virus that causes COVID-19-all prospective UMGC faculty (full-time and adjunct) and staff are strongly encouraged to be fully vaccinated and current with the recommended boosters. As always, operations at our military locations in Europe, Asia, and stateside will follow the guidance of the U.S. Department of Defense and local commands, and may require proof of full vaccination, unless an exception is approved as a reasonable accommodation based on disability or religion. If so, a copy of their Approved Exception Letter must be provided before the start of their employment. Failure to provide proof of vaccination or show proof of exception may result in the offer of employment being rescinded.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC’s Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at [email protected].