Program and National Test Center Coordinator

The Program and National Test Center Coordinator serves as the on-site UMGC representative responsible for providing academic, administrative and testing support services, community outreach, and customer relations management.

This position reports directly to the Assistant Director (AD).

The Program and National Test Center Coordinator must work effectively with the Regional Director, local Program Coordinators and staff, education center personnel, faculty, administrative staff in Kaiserslautern, and the military community at large.

• 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…