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Role Description

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.

• Utilize an engagement plan that involves a variety of contact strategies (primarily phone)
• Customer service expectations: minimum 1 ½ hours daily talk-time
• 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
• Effectively manage a team load of approximately 200-250 active students (fluctuation based on enrollment)

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
• Ability to work in an ambiguous environment remaining solution-focused

Requirements

• The successful team member will be REQUIRED to work the below schedule with no exceptions to accommodate standard hours of operation from 9am to 8pm EST Monday through Friday and 9am-1pm Saturday:
• 8-hour shift of 9am to 6pm EST (one-hour lunch) or 11am to 8pm EST (west coast residents)
• Must work at least one late day per week (11:00am - 8:00pm EST) to accommodate students in different time zones
• Must work at least one rotating Saturday per month (9:00am – 1:00pm EST), with one half day off the week of pre-scheduled Saturday shift

Company Description

MedCerts is a national online career training school pioneering the way students learn and employers hire. Focused on direct-to-consumer MedCerts – a Stride company – 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 certification and 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 50 career programs, trained and up-skilled more than 95,000 individuals across the country and partnered with over 500 American job centers and more than 1,000 healthcare organizations to build talent pipelines. 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.