Program and National Test Center Coordinator

University of Maryland University College

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.