Student Success Advisor (Remote)

 

MedCerts – a Stride Inc. company (NYSE: LRN) – is a national online training provider strengthening the workforce through innovative eLearning solutions. Focused on certifications in high-demand areas of allied healthcare and IT, it serves individuals from all backgrounds, including the military and their families, career changers and the under- and unemployed. MedCerts delivers career training through HD-quality video-based instruction, virtual simulations, games and animations, and on-the-job training through Experiential Learning solutions. Since 2009, the company has developed over 45 career programs, trained and up-skilled more than 35,000 individuals across the country and partnered with over 500 American Job Centers and more than 1,000 healthcare and academic organizations to build talent pipelines, and provide the option of articulated college credit to our students. In 2020, MedCerts was acquired by Stride, Inc. Stride has transformed the teaching and learning experience for millions of people by providing innovative, high-quality, tech-enabled education solutions, curriculum, and programs directly to students, schools, the military, and enterprises in primary, secondary, and post-secondary settings. For more information, visit medcerts.com.

The Student Success Advisor will be responsible for meeting retention objectives by working directly with active students to provide coaching support to help students complete their program of study. The Student Success Advisor acts as the student’s main contact throughout their program of study and maintains a continuous focus on the student experience from initial enrollment through program completion and certification.

We are looking for someone that wants to work alongside amazing people while creating great products and experiences that make a difference in lives of thousands of adult-learners each year. MedCerts promotes a culture of accountability, integrity, and collaboration where our team members have an opportunity to develop and grow professionally.

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GENERAL DUTIES AND RESPONSIBILITIES:

• Utilize an engagement plan that involves a variety of contact strategies (primarily phone)
• Act as the student’s personal coach throughout their program of study
• Identify, document and troubleshoot at-risk issues
• Ensure new students are oriented to their program and understand the process to completion
• Strong program knowledge to serve as an expert when guiding students
• Maintain high levels of student satisfaction
• Strategic thinking to ensure prompt resolution of issues
• Respond to student requests in a timely manner (no longer than 24 hours)
• Utilize CRM to track students
• Meet or exceed assigned performance metrics
• Meet or exceed Customer Service Expectations (outreach)

REQUIRED QUALIFICATIONS:

• Minimum of an Associate degree or equivalent combination of education and experience
• At least one year of experience in a student focused role
• Ability to understand the needs and challenges faced by adult learners
• Ability to communicate effectively through multiple channels and across departments in both written and oral forms
• Strong interpersonal, problem solving, and customer service skills
• Genuine interest and commitment to helping students achieve their goals
• Ability to work independently with a sense of urgency
• Ability to manage and adapt to working with individuals of various backgrounds
• Must be results and goal oriented

SCHEDULING

• The successful team member will be REQUIRED to work the below schedule with no exceptions:

 Standard operations hours are from 9:00am to 6:00pm Monday through Friday (in the time zone that you are in). Must work one late day a week form 11:00am to 8:00pm.
 Must work one rotating Saturday a month from 9:00am to 1:00pm. The successful team member will be taking one half a day during the week before their scheduled Saturday shift

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