[Hiring] Academic Coach @DARWIN GLOBAL LLC

Role Description

Within the Academic Operations division of Smart Horizons Online Education (SHCOE), the Academic Coach serves as the main point of contact for assigned adult students and follows the SHCOE Student Engagement Model. The Academic Coach is responsible for monitoring student progress to ensure students are actively engaged in the program and on pace to graduate, working as a part of the academic operations team, and communicating effectively with other departments within the organization to ensure students’ needs are met.

Qualifications

• Live in Florida, Oklahoma, or North Carolina
• Have professional written and verbal skills in both English and Spanish (only when specifically listed as required)
• Have a Bachelor’s degree, teaching experience, and a current secondary or adult level teaching certificate

Requirements

• Work Full time, work from home, and have access to a reliable internet connection
• Have excellent computer skills
• Have excellent customer service skills
• Complete a background check

Benefits

• Equal employment opportunity employer
• No support for sponsorship, i.e., H-1B or other Visas for this position
• The Company retains the right to add to or change the Job Description at any time

Duties and Responsibilities

Essential Functions

• Handles various outbound phone, email, and SMS campaigns related activity, pacing, and transcripts according to the Student Engagement Model schedule
• Works closely with student service department and finance to support and resolve issues throughout student enrollment, withdrawal, and graduation processes
• Handles student and partner calls in a manner that resolves student issues and overcomes objections related to lack of activity, pacing, or desire to withdraw from program
• Establishes and maintains partner relationships through professional communication according to contract requirements
• Maintains and audits student records including all communications, in accordance with accreditation requirements and Student Engagement Model
• Monitors and tracks all student progress and contacts students in accordance with the Student Engagement Model
• Provides academic support to students using email, phone, and virtual whiteboard discussions for career courses; directs students to academic support resources for core courses; documents all academic support needs utilizing academic support guidelines and processes
• When necessary, escalates and follows up on issues related to student outcomes, curriculum, learning management system configuration, and interdepartmental communications
• Meets and exceeds communication expectations outlined by performance-based measures
• Conducts online seminars and webinars as scheduled
• Attends all scheduled meetings and engages with colleagues in a virtual setting
• Responds to all telecommunications within 24 hours
• Delivers communications in a professional manner that is in consistent with Smart Horizons core values
• Performs any and all other duties, as assigned

Non-Essential Functions

• Provides feedback about curriculum to support continuous improvement efforts
• Participates in accreditation activities
• Attends student graduation ceremonies
• Contributes stories for SHCOE or affiliate blogs, newsletters or other company publication
• Performs any and all other duties, as assigned

Knowledge, Skills and Abilities

• Knowledge of principles, methods, and procedures to provide guidance and feedback needed to accomplish a task or solve a problem
• Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects
• Knowledge of human behavior and performance; individual differences in ability, personality, and interests; and learning and motivation
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to write grammatically correct routine reports and correspondence
• Ability to speak effectively before groups of customers or employees of the company
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume
• Ability to apply concepts of basic algebra and geometry
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
• Ability to deal with problems involving several concrete variables in standardized situations
• Proficient in using spreadsheets, the Internet, navigation of the Internet and files, word processing, and databases
• Prior experience using Google Docs, Microsoft Word, Microsoft Excel, Google Sheets, SalesForce, and Five9, or the ability to quickly gain proficiency using listed software
• Ability to quickly gain proficiency using NexPort learning management system and NexPort Reporting Services reporting tool

Education/Experience Requirements

• Bachelor's degree in Education, social services, or related field, from an accredited four-year college or university
• 3 years related experience and/or training; or equivalent combination of education and experience
• Three to five years teaching experience
• Teaching certification in post-secondary education preferred

Physical Demands

• Regularly required to sit, use hands, and talk or hear over 5 hours per day
• Specific vision abilities required include close vision (20 inches or less) while reading text and graphics on a computer screen

Work Environment

• The noise level in the work environment is usually quiet, similar to a library

Other Requirements

• The selected candidate will be required to authorize the Company to conduct a criminal background investigation and Social Security Number trace prior to hire
• The selected candidate will be required to authorize the Company to conduct a registered sex offender search
• The selected candidate will be required to authorize the Company to conduct a criminal background investigation, level 2 (fingerprints required), prior to hire
• All applicants must successfully perform a skills assessment