Job Ref:
10023843
Location:
Joint Base Lewis McChord, WA
Category:
Advising and Enrollment
Type:
Full time

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor’s degree from an accredited institution of higher learning
• One (1) year of customer service experience, preferably in higher education.
• Outstanding customer service skills with both internal and external customers required.
• Strong organizational, communication, and interpersonal skills, and capable of prioritizing and managing multiple projects and tasks.
• Ability to proficiently use MS Office Products.

PREFERRED EDUCATION AND EXPERIENCE:

• One (1) year of experience working in a higher education environment, preferably with non-traditional students, is preferred.
• General knowledge of UMGC practices and procedures preferred.
• Experience working with the military or military students, preferably in higher education.
• Experience using PeopleSoft, Salesforce, and Microsoft 365.

KNOWLEDGE, SKILLS, ABILITIES:

• Must have the ability and technical skills to use multiple interfaces proficiently and quickly, including Microsoft Office, specifically Word, Excel, and PowerPoint.
• Effective and adept written and verbal communication skills as job responsibilities that include regularly reaching out to prospective and current students as well as internal and external stakeholders.
  All submissions should include a cover letter and resume.

• Provide students with superior customer service as an advocate and advisor throughout the academic cycle. Promote and support localized UMGC services to include hybrid classes, testing services, and graduation ceremonies as assigned at military installations and civilian sites where relevant. Provide operational and administrative duties as needed to ensure offices and test centers (if applicable) are properly maintained by the standards set by the military education center officers.
• Maintain and expand knowledge and proficiency with UMGC systems to include all customer relationship management (CRM) databases to include Salesforce, Peoplesoft, and DMS.
• Support management with creating, coordinating, and providing consistent outreach projects and services to military and civilian installations as assigned. Provide proactive input and creative support at local events to include Military Open Houses, College/Academic Fairs, and other specialized events.
• Oversee applicable office resources and coordinate with management to request support for all IT assets and office supplies as needed. Ensure posted printed marketing materials are current and accurate, and displayed attractively and in adherence to military requirements.
• Maintain a positive relationship with the Education Services Officer (ESO), Test Control Officer (TCO), Specialists/Counselors (our military partners), and various testing services. Provide academic officers with periodic briefings as allowed to update military representatives on UMGC programs of interest.
• Provide assistance to students who walk in, call, virtually, or email for admissions, registration, financial aid, student account information, National Testing Center information, and base access requests for classes.
• Track and analyze the site’s statistical data on testing and class enrollments to provide input on scheduling for hybrid classes and proctoring.
• Ensure the test center and hybrid classes are provided with adequate space and needed technologies for testing and class instruction. Ensure professors have base access and are briefed on UMGC base requirements in accordance with compliance on base security.
• Ensure civilian students and professors are adequately prepared to attain base access for class, allowing enough time to acquire needed passes and access. Must be available to start the first and last class(es) of each session, every semester, at locations that offer hybrid classes to provide students with guidance and professors with keys (or pick up keys), as needed.
• Must attend local and national events, education fairs, and conferences (includes annual commencement ceremony, as applicable).
• Provide the Education Services Officer (ESO), Test Control Officer (TCO), and UMGC management with prompt communication of any issues affecting staffing and test administration.
• Assist with the registration process for administered exams at National Test Centers such as CLEP, DSST, Pearson VUE, Accuplacer, and additional exams as required and if applicable.
• Ensure testing rules and regulations are being enforced (when applicable) according to the policies of the respective testing services, DANTES, and UMGC. Maintain current Test Administrator certifications for the various testing companies, such as CLEP, DSST, and Pearson VUE, and additional exams as required and if applicable.
• Facilitate testing services, software updates, and maintenance; troubleshoot technical issues with the testing services support and UMGC IT, as needed and if applicable.
• Provide in-person coverage to other locations to provide testing services and/or academic advising.
• Perform all other duties as assigned and as needed.