Coordinator, Academic Support Services

Job Description

The UCF Online Success Coach is a professional position that provides high levels of support, coordination, and collaboration with partners in the Center for Distributed Learning, Academic Colleges, and Student Development and Enrollment Services to facilitate services for currently enrolled UCF students. Through a coaching and case management philosophy model, the Success Coach will provide comprehensive student services and coaching to support the academic advisors in the colleges for student progress and success. The Success Coach also informs, advises, and coordinates the intentional and defined pathway program for UCF bound students, facilitating information regarding all online programs at UCF.

• Engages with current UCF Online students to provide accurate and timely information and support related to initial enrollment through successful completion of programs, including but not limited to: orientation, new student requirements, funding resources and financial aid, program requirements, registration/enrollment, payment processes, disability resources, testing accommodations, ongoing success/retention, and graduation.
• Interfaces regularly with University Colleges, Departments, and Faculty, serving as liaison to students to provide services with minimal transfers to other departments.
• Is proactive in utilizing multiple methods of communication (e.g., phone, email, instant messaging, video, social networking sites) to maintain consistent communication with students, providing social networking/community building opportunities, engagement with the university, and awareness of student responsibilities.
• Responsible for knowledge of information related to University, College, and Program policies and procedures, as well as information related to community resources to provide students with information and guidance, assisting students in making informed decisions.
• Develops and implements highly proactive outreach services, with particular attention to retention and student success. Provides students with holistic support by developing plans for student success and training and empowering students to understand their own degree requirements and to become advocates for themselves. Monitors student progress and performance, analyzes problem areas, determines solutions and conducts intervention activities and processes for students.
• Identifies and successfully resolves student concerns through prompt problem resolution and coaching, designed to improve student retention and other strategies to meet benchmarks and goals.
• Provides guidance to students in navigating online systems for the university, such as MyUCF (PeopleSoft), e-mail, and Canvas, among others.
• Ensures timely turnaround of services, meeting established service level agreements, unit benchmarks, customer service standards, and key performance indicators to ensure optimal performance.
• Tracks student enrollment to ensure correct registration is in accordance with University and program guidelines; submits enrollment reports at the beginning of each enrollment period.
• Frequent contact with the public, potential and current students, and university staff and faculty.
• Ability to work in a collaborative and diverse community to meet the needs of a diverse student and faculty population.
• The incumbent must be able to effectively communicate verbally or in writing to successfully perform the essential tasks that have been identified above. Must be willing and able to learn and effectively use new software platforms.

Minimum Qualifications

• Master’s degree in an appropriate area of specialization; or a bachelor’s degree in an appropriate area of specialization and two years of appropriate experience.

Preferences

• Excellent written and oral communication skills.
• Call center, sales, and/or customer service background.
• History of using a CRM to manage student, client, or customer interactions.
• Excellent organizational, multi-tasking skills and high level of attention to detail.
• Ability to work well with others and perform duties with a high degree of integrity, confidentiality, and adherence to professional ethical standards.
• Proficiency in Microsoft Office suite (e.g., MS Word and Excel) and desktop agent software (e.g., Finesse and Cisco Unified Call Center).
• Ability to work under pressure of deadlines, goals, and/or time limitations.
• Independent judgment and decision-making skills when assisting students in all areas of academic and student services.

An 8-hour work week Monday – Friday ranging from 8 a.m. – 6 p.m. as scheduled.