Program and National Test Center Coordinator (PNTCC or PN)UMGC EuropeOverseas Contingent III, (50% FTE, Part-Time), Grade 003The Program and National Test Center Coordinator serves as the on-site University of Maryland Global Campus representative responsible for providing academic, administrative and testing support services, community outreach, and customer relations management.The Program and National Test Center Coordinator is a front-line staff member that provides the best possible services to current and prospective students and engages as a team member.This position reports directly to the Site Lead (SL), and if no Site Lead is assigned to the site, to the Assistant Director (AD).The Program and National Test Center Coordinator must work effectively with the AD and the Regional Director (RD), local Program Coordinators and staff, education center personnel, faculty, administrative staff , and the military community at large.There will at times be site specific duties that differ from location to location. Occasional evening / weekend hours; travel may be required.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 activitiesProvide 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 communicationsMaintain 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 UMGCTrack 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 installationProvide assistance with processing students' military documentation ( Tuition Assistance forms, orders, etc.)Distribute marketing, advertising, and mass media materials at assigned locations when permissibleExecute site specific outreach plans and participate in outreach events to support university goals towards recruitment and retentionProvide National Test Center testing services on a basis that meets community demand while balancing other, outlined duties and maintain NTC trainings / certifications as requiredParticipate in UMGC staff meetings, professional development activities and training sessions as requiredTrack and compile monthly statistics and provide reports as neededMaintain appropriate communication with immediate supervisor and other UMGC staff to ensure timely resolution of student issues / escalationsOther job-related duties as assignedREQUIRED EDUCATION AND EXPERIENCE :Bachelor's Degree from a regionally accredited institution or foreign degree equivalentBackground in customer serviceAble to work in a fast-paced and complex environment with accurate attention to detailPossess basic office management and clerical skillsEffective written and verbal communication skillsGood interpersonal skillsSuccessful applicants must be able to pass background check and meet requirements for individual logistic support (ILS).PREFERRED EDUCATION AND EXPERIENCE :Applicants with a valid driver's license and ability to obtain military driver's permit in the host nation.WHO MAY APPLY : Local candidates with ILS preferred. Applicant must qualify for ILS. Criteria under which applicants qualify for ILS are : must serve the US Forces exclusively;are not stateless persons; are nationals of a NATO state, excluding the host nation; are not ordinarily resident in the host nation.All submissions should include a cover letter and resume. UMGC offers competitive compensation and comprehensive benefits for qualifying positions, such as tuition remission, generous leave and healthcare.For detailed benefits information, please visit : .#J-18808-Ljbffr
