Job Description
The Student Success Advisor will be responsible for meeting retention objectives by working directly with active students to provide coaching support to help students complete their program of study. The Student Success Advisor acts as the student’s main contact throughout their program of student and maintains a continuous focus on the student experience from initial enrollment through program completion and certification.
GENERAL DESCRIPTION
We are looking for someone that wants to work alongside amazing people while helping adult learners reach their goals, making a difference in the lives of thousands each year. MedCerts promotes a culture of accountability, integrity, and collaboration where our team members have an opportunity to develop and grow professionally.
GENERAL DUTIES AND RESPONSIBILITIES
Utilize an engagement plan that involves a variety of contact strategies (primarily phone)
Customer service expectations: minimum 1 ½ hours daily talk-time
Act as the student’s personal coach throughout their program of study
Identify, document, and troubleshoot at-risk issues
Ensure new students are oriented to their program and understand the process to completion
Strong program knowledge to serve as an expert when guiding students
Maintain high levels of student satisfaction
Strategic thinking to ensure prompt resolution of issues
Respond to student requests in a timely manner (no longer than 24 hours)
Utilize CRM to track students
Meet or exceed assigned performance metrics
Effectively manages team load of approximately 200-250 active students (fluctuation based on enrollment)
REQUIRED QUALIFICATIONS
Minimum of an Associate degree or equivalent combination of education and experience
At least one year of experience in a student focused role
Ability to understand the needs and challenges faced by adult learners
Ability to communicate effectively through multiple channels and across departments in both written and oral forms
Strong interpersonal, problem solving, and customer service skills
Genuine interest and commitment to helping students achieve their goals
Ability to work independently with a sense of urgency
Ability to manage and adapt to working with individuals of various backgrounds
Must be results and goal oriented
Ability to work in an ambiguous environment remaining solution focused
SCHEDULING
The successful team member will be REQUIRED to work the below schedule with no exceptions to accommodate standard hours of operation from 9am to 8pm EST Monday through Friday and 9am- 1pm Saturday:
8-hour shift of 9am to 6pm EST (one-hour lunch) or 11am to 8pm EST (west coast residents)
Must work at least one late day per week (11:00am -8:00pm EST) to accommodate students in different time zones
Must work at least one rotating Saturday per month (9:00am – 1:00pm EST), with one half day off the week of pre-scheduled Saturday shift
Job Type
Regular
The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works. It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.
Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age, or genetics, or any other characteristic protected by law.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
