Success Coach

2 weeks ago

Dunkirk, New York, United States The University of Maryland Global Campus Full time
Job Title: Success Coach

The University of Maryland Global Campus (UMGC) is seeking a highly motivated and dedicated Success Coach to join our team. As a Success Coach, you will play a critical role in supporting students from the point of application through graduation, providing concierge-level support through inbound and outbound calls, texts, and emails.

Key Responsibilities:
  • Manage and coach assigned students to ensure they are on a path to matriculate to their desired credentials successfully.
  • Possess a thorough understanding of UMGC product knowledge, policies, procedures, and systems to effectively guide students.
  • Be highly visible and dynamic through a high volume of interactions with adult students by phone, video conferencing, text, and email.
  • Accurately document, maintain, and track all student interactions, information, and progression through the Customer Relations Management system.
  • Act as a liaison for students, assisting with administrative processes, including registration and degree planning, and liaising 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 expectations.
Requirements:
  • 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 Qualifications:
  • Previous experience in 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.

The University of Maryland Global Campus 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.

The University of Maryland Global Campus 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.

The University of Maryland Global Campus offers a comprehensive benefits package, including generous time off, comprehensive health coverage, insurance options, retirement stipend, and tuition remission. The hiring rate for this position is $51,000.00.

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