Program Coordinator

University of Maryland University College

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.