Job 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. Innovative learning technologies are leveraged, and programs are developed with purpose - utilizing a custom assortment of the "12 Elements of Learning" as defined by the Product Development Team. 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 student and maintains a continuous focus on the student experience from initial enrollment through program completion and certification. GENERAL DESCRIPTION We are looking for someone that wants to work alongside amazing people while helping adult learners reach their goals, making a difference in the lives of thousands each year. MedCerts promotes a culture of accountability, integrity, and collaboration where our team members have an opportunity to develop and grow professionally. GENERAL DUTIES AND RESPONSIBILITIES * 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 manages team load of approximately 200-250 active students (fluctuation based on enrollment) 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 * Ability to work in an ambiguous environment remaining solution focused SCHEDULING 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 COMPENSATION & BENEFITS: Stride, Inc. Company, considers a person's education, experience, and qualifications, as well as the position's work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee's salary level. Compensation will differ based on these factors, the position's level and expected contribution, and the employee's benefits elections. Offers will typically be in the bottom half of the range. We anticipate the hourly range to be between $19.01 and $28.51. This rate is not guaranteed, as an individual's compensation can vary based on several factors. These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Stride offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off. Job Type Regular The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is "at-will" as governed by the law of the state where the employee works. It is further understood that the "at-will" nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer. If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you can request the appropriate accommodation by contacting [email protected]. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities Stride, Inc. is an equal opportunity employer. Applicants receive consideration for employment based on merit without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or any other basis prohibited by federal, state, or local law. Stride, Inc. complies with all legally required affirmative action obligations. Applicants will not be discriminated against because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
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