[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 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 being met.

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 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.

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.
• When specifically required, fluent reading and writing Spanish.

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

• We are an equal employment opportunity employer.
• We will not support 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.
• This job summary does not cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.