University of Maryland Global Campus (UMGC) seeks a Success Coach in Stateside Military Operations. The Success Coach will provide concierge-level support to students from the point of application through graduation through inbound and outbound calls, texts, and emails to ensure they are on a path to matriculate to their desired credentials successfully.  A successful candidate will use strong critical-thinking skills to help a diverse population of adult learners overcome many obstacles to fulfill their educational objectives.  Successful candidates enjoy working in a high-energy, fast-paced environment that relies heavily on technology, demonstrate enthusiasm and initiative, and possess excellent interpersonal skills and the ability to establish rapport with new and returning students.

* Position is located in person at La Plata, MD, and California, MD

 DUTIES & RESPONSIBILITIES:

• Manage and coach assigned students from the point of application to program completion through proactive service and outreach
• Possess a thorough understanding of UMGC product knowledge, policies, procedures, and systems to effectively and accurately guide students
• Be highly visible and dynamic through a high volume of interactions with our adult students by phone, video conferencing, text, and email on a regular and consistent basis
• Accurately document, maintain and track all student interactions, information, and progression through the Customer Relations Management system
• Act as a liaison for students by assisting with all administrative processes to include registration, and degree planning and act as a liaison between students and other University departments.
• Provide students with available tools and resources by anticipating needs through consultative conversations
• Provide comprehensive responses to student questions regarding transfer credit, transcripts, document tracking, and other records being sent to the university
• Contribute to individual, team, and unit goals on a daily, weekly, and monthly basis to ensure new and returning student growth targets are met
• Maintain productivity of 80% or higher, meet speed-to-response goals, and demonstrate high-quality customer service throughout all student interactions
• Maintain departmental Service Level Agreements in line with management expectation

RESPONSIBILITIES INCLUDE:  

• Proactively develop and maintain relationships with applicants by establishing rapport and trust, educating them on UMGC programs and services, and admissions requirements, and preparing them for academic success
• Guide applicants through the admissions and registration process by engaging in a consultative dialogue based on student needs, motivations, career, and educational goals; presenting information in a professional, articulate, and confident manner resulting in enrollment and first-term success at UMGC
• Inspire, coach, and advise students on their program, online learning environment, administrative and registration processes, and potential life issues such as time management, academic challenges, and study skills
• Assist in new student onboarding to include online orientation as well as conducting Welcome Calls
• Be knowledgeable of UMGC services to include hybrid classes and testing services at military and civilian sites where relevant
• Monitor and reach out to students based on attendance, intervene early with at-risk students, and assist students through the satisfactory academic progress process throughout their UMGC program
• Maintain a mastery of advising content knowledge for all university programs
• Participate in recruitment activities and student retention initiatives including attending virtual and/or onsite open house events, information sessions, webinars, and other events as requested to offer guidance to new and returning students.
• Provide general information to students regarding all UMGC payment options via phone, text, and email conversations
• Other duties as assigned

DUTY STATEMENTS:

• Employees that live within 50 miles of UMGC are required to work university commencement
• Employees are required to work some evening and weekend hours
• Employees may be required to work certain holiday hours based on business need

REQUIRED EDUCATION AND EXPERIENCE:  

• An earned Bachelor’s degree from an accredited institution of higher learning and one (1) year of relevant work experience providing outstanding customer service with heavy inbound/outbound phone volume
• Candidates must possess excellent customer service and time management skills, high learning agility, creative problem solving, interpersonal, oral and written communications, and presentation skills, with strong attention to detail and accuracy
• Excellent computer and keyboarding skills (Microsoft Office, inclusive of Word, Excel, PowerPoint

PREFERRED EDUCATION AND EXPERIENCE:

• Previous experience in any of the following areas:  online higher education admissions, advising, enrollment management, recruiting, educational or training industry sales, consultative inside sales of a service offering, call center or high volume, customer service environment. 
• Experience leveraging CRM or call center applications and tools such as a dialer is also preferred.

All submissions should include a cover letter and resume.

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.

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]. 

Benefits Package Highlights:

• Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 15 paid holidays (16 during general election years). Time off rates will be prorated based on the number of hours worked.

• Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date. Contingent II employees who work on average 30 or more hours per week (130 hours per month) are eligible for subsidized state of Maryland medical and prescription benefits. Contingent II employees who work on average less than 30 hours per week but at least 20 hours per week are eligible for a stipend to assist in the purchase of a health plan.

• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. NOTE: C2 Part-time employees working less than 0.5 FTE are not eligible for LTD.

• Retirement Stipend:  Contingent II employees receive a retirement stipend equal to 7.25 percent of their base salary and are eligible to contribute to a supplemental retirement account (SRA).

• Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options. The university does not provide subsidies or matching funds.

• Tuition Remission:  CII employees are eligible immediately for Tuition Remission at UMGC or at University of Maryland College Park.  Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.

SS Contingent II_2020.pdf (umgc.edu)

Hiring Rate:

$51,000.00