Program and National Test Center Coordinator

* 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 activities
* Provide 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 communications
* Maintain 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 UMGC
* Track 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 installation
* Provide assistance with processing students’ military documentation (i.e. Tuition Assistance forms, orders, etc.)
* Distribute marketing, advertising, and mass media materials at assigned locations when permissible
* Execute site specific outreach plans and participate in outreach events to support university goals towards recruitment and retention
* Provide National Test Center testing services on a basis that meets community demand while balancing other, outlined duties and maintain NTC trainings/certifications as required
* Participate in UMGC staff meetings, professional development activities and training sessions as required
* Track and compile monthly statistics and provide reports as needed
* Maintain appropriate communication with immediate supervisor and other UMGC staff to ensure timely resolution of student issues/escalations
* Other job-related duties as assigned
* Bachelor’s degree from a regionally-accredited institution or equivalent
* Background in customer service
* Able to work in a fast-paced and complex environment with accurate attention to detail
* Possess basic office management and clerical skills
* Effective written and verbal communication skills
* Good interpersonal skills
* Successful applicants must be able to pass background check and meet requirements for individual logistic support (ILS).The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination.

For information about UMGC’s Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at
- ** Comprehensive Health Coverage:
** Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date. Contingent III employees who work on average 20 or more hours per week (130 hours per month) are eligible for subsidized state of Maryland medical and prescription benefits.

- ** Tuition Remission:
** CIII employees are eligible immediately for Tuition Remission at UMGC or at University of Maryland College Park.  Spouses and dependent children are eligible for undergraduate tuition remission after two years of service**.

NOTE:

For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.
**** Additional Compensation:
** Employees receive the applicable currency adjustment (CAX) subject to monthly DoD COLA Index for the work location, which is subject to change and fluctuation based on market indices.
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