Student Success Coordinator

at  Higher Ed Partners

STUDENT SUCCESS COORDINATOR

Employees at HEP UK enjoy a positive, supportive work environment with great benefits and advancement opportunities. Student Success Coordinators make a difference daily in students lives by helping them obtain the education they need to succeed in their careers and works together with the dedicated Enrolment Specialist Advisor to ensure an easy transition into the students online program. HEP UK is looking for a talented individual to provide best-in-class concierge student services to support online students from our partner school.

REQUIRED SKILLS:

• Passion for helping individuals improve their quality of life through education
• Adaptable to change in a fast-paced environment and ability to adjust priorities as circumstances dictate
• Receptive to feedback and coaching

•General knowledge of university admissions processes and customer retention gained through enrolling in a university setting or recruiting / coach experience •Excellent verbal and written communication skills

• Must be computer literate, including experience working with Microsoft Office programs, navigating multiple software programs simultaneously, and managing high volumes of phone calls and emails
• Aptitude to quickly learn new technologies such as Microsoft Office, CRM environments, email clients, telephony systems, etc.
• Experience or willingness to work with adult learners in a distance-learning environment
• Highly proficient analytical thinking and problem-solving skills
• Ability to complete assigned duties in an organised and detailed fashion
• Take initiative to assist and support others
• Collaborative and cooperative attitude when working with co workers and students
• Well-developed sense of integrity and commitment to student satisfaction.

REQUIRED EXPERIENCE:

• Bachelors Degree in Business, Administration or similar subject is preferred
• 2+ years Contact Centre experience
• 2+ years Sales/Customer experience within Contact Centre environment
• Higher Education (University) work experience preferred
• Competent knowledge of Salesforce (CRM) preferred
• Intermediate Computing skills, including Microsoft Office programs, navigating multiple software programs simultaneously is essential.
  Experience of managing own pipeline of high-volume customers using multiple communication tools preferred.

Help create service layers to continuously improve the online student experience.

• Support strong strategic relationships with HEPs cross-functional environment and partners.
• Adhere to all partner and organisational policies and procedures, regional regulations, and all accrediting agencies standards and requirements outlined by the partners high brand expectation in representation

THE ROLE: STUDENT SUCCESS COORDINATOR

The most rapidly developing trend in higher education today is the utilisation of technology for the delivery of instruction. Higher Ed Partners (HEP) UK is expanding quickly to meet the demand for online learning around the world and is actively seeking top candidates with an entrepreneurial spirit and a commitment to expanding educational opportunities for all higher ed students. As technology connects the world and provides unprecedented access to knowledge, progressive institutions are seeking strategies to leverage the vast potential of online learning to make higher education more accessible and affordable. HEP is the industry leader in helping universities bring their academic programs online to reach a global audience. We assist institutions with the conversion of their traditional degree programs and certificates into an online format, recruit qualified students, and support enrolled students through graduation. HEPs unique international marketing network greatly expands the reach of our partner institutions and allows them to access outstanding talent in adult learners.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

• Provide warm and personalised high-touch, high-quality, and high-tech support via phone, email, and text to effectively serve the complex needs of adult students earning their degrees online.
• Provide a portfolio of students with a consistent and seamless service experience that demonstrates our commitment to serving students as learners, end-users, and customers
  . • Execute contact strategies to assess risk factors, improve retention and graduation rates and student satisfaction, and help students develop positive online learning skills

. • Monitor student satisfaction and coordinate problem resolution and escalation while maintaining a high level of positivity and professionalism.

• Maintain knowledge of new and existing programs offered (degree maps) and remain current on partner and organisational policies and procedures

. • Track and document all interactions with students for reporting purposes with a proprietary Customer Relationship Management (CRM) system
. • Meet all internal and external service levels

. • Reach out to inactive students to help them return and complete their degrees if step-out or drops exist for re entry into their program.

• Support and advance service strategies to improve term-to-term student persistence using CRM, dialer, and SMS/WhatsApp technologies

Help create service layers to continuously improve the online student experience.

• Support strong strategic relationships with HEPs cross-functional environment and partners.
• Adhere to all partner and organisational policies and procedures, regional regulations, and all accrediting agencies standards and requirements outlined by the partners high brand expectation in representation.