CeCE - Online Program Learner Concierge
CeCE - Online Program Learner Concierge
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$ 46000 - 48000
1 Vacancy
Job Description
Job Details
Description
Position Classification:
Regular fulltime salaried exempt and benefiteligible staff position. For more benefit information visitWhy Work at UCO
General Schedule:
Position typically works MondayFriday from 8am5pm
Department Overview:
This position is a member of the Connected Campus team which supports learners throughout their online education journey. The team works collaboratively across the institution to help students navigate UCOs resources and systems to achieve success in their academic goals. This position champions a studentcentered approach and works to remove barriers from initial interest through graduation.
Position Overview:
The Online Program Learner Concierge is a studentcentered professional who provides high levels of proactive service and support to learners exploring and enrolling in UCOs online programs as well as to students already enrolled. The Online Program Learner Concierge will work with students from the point of interest all the way through enrollment resolving most enrollment questions and problems and escalating the most complex issues to higher levels. While supporting prospective learners is the primary focus the Online Program Learner Concierge also assists enrolled students in navigating university systems answering questions and connecting with appropriate campus resources to ensure continued progress.
Department Specific Essential Job Functions:
This role demands a proactive approach to problemsolving and the ability to navigate complex issues with minimal supervision. The Concierge will:
- Serve as the first point of contact for prospective fully online students providingtimely clear and helpful responses across multiple communication platformsincluding phone email chat and text.
- Support students from inquiry to enrollment by providing accurate informationprograms admissions enrollment steps transfer credit and other key processes.
- Address daytoday operational issues by gathering and interpreting information.
- Solutions may involve modifying procedures and methods to adapt to newconditions incorporating advice and input from supervisors as needed.
- Apply policies to dynamic and complex situations requiring significant analysis andjudgment as well as adapt existing policies and systems to address unique situationseffectively.
- Provide support to currently enrolled students by helping them navigateinstitutional processes and connecting them with appropriate support services.
- Collaborate with internal partners such as admissions financial aid academicdepartments and student support teams to ensure seamless communication andprocess navigation for students.
- Document and track student interactions and progress using appropriate CRM andtracking tools to support followup and reporting.
- Contribute to continuous improvement efforts offering feedback on processescommunications and policies that impact the student experience.
- Support broader Connected Campus efforts in outreach engagement andcommunication campaigns to prospective and current students.
- Maintain uptodate knowledge of UCO programs policies and services relevant toboth prospective and enrolled online learners.
- Apply the above functional areas expertise to solve unusual problems or resolvechallenges for which no precedent exists.
Qualifications/Experience Required:
Bachelors degree in a jobrelated field plus 3 years of relevant work experience or an equivalent combination of education and experience.
Qualifications/Experience Preferred:
Masters degree. Experience in student services admissions recruitment advising or related areas in a higher education setting. Familiarity with enrollment and admissions processes at UCO or comparable institutions. Proficiency with CRM systems Excel and virtual communication tools. Preference given to otherwise qualified internal candidates.
Knowledge/Skills/Abilities:
- Extremely strong problemsolving skills. Must proactively address complex issues with minimal supervision.
- Strong customer service orientation with the ability to build rapport and trust quickly.
- Excellent written and verbal communication skills especially in explaining complex processes clearly.
- Strong attention to detail and organizational skills.
- Comfortable with data entry and using systems to track and manage student records.
- Ability to handle multiple tasks and adapt to changing priorities.
- Familiarity with student development and the value of higher education.
Physical Demands:
Reasonable accommodation (in accordance with ADA requirements) may be made upon request to enable individuals with disabilities to perform essential functions.
Employment Type
Full-Time
