ACADEMIC COACH

DARWIN GLOBAL LLC•Pompano Beach, FL

43d•Remote

About The Position

Within the Academic Operations division of Smart Horizons Online Education (SHCOE), an accredited online school district, 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.

Requirements

Full time, work from home; must have access to a reliable internet connection.
Excellent written and verbal skills, both English and Spanish required
Excellent computer skills
Excellent customer service skills
Applicants must complete a background check.
Recruiting in Florida
Applicants must have a Bachelor’s degree, teaching experience, and a current secondary or adult level teaching certificate
We are an equal employment opportunity employer.
We will not support sponsorship, i.e., H-1B or other Visas for this position.
Bachelor's degree in Education, social services, or related field, from an accredited four-year college or university and 3 years related experience and/or training; or equivalent combination of education and experience.
Three to five years teaching experience
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.
Using American English, 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.
This job requires the use of spreadsheets, the Internet, navigation of the Internet and files, word processing, and databases. To perform this job successfully, the employee should have knowledge of and prior experience using Google Docs, Microsoft Word, Microsoft Excel, Google Sheets, SalesForce, and Five9, or the ability to quickly gain proficiency using listed software. An individual must have the ability to quickly gain proficiency using NexPort learning management system and NexPort Reporting Services reporting tool.
To perform this job successfully, the employee should have prior experience and proficient skills and knowledge of PC Workstations and Microsoft Windows or the ability to quickly gain proficiency.
Gives full attention to what other people are saying, takes time to understand the points being made, asks questions as appropriate, does not interrupt at inappropriate times, and conveys awareness.
Interacts with others in a way that gives them confidence in ones motives and representations and those of the organization; is seen as direct and truthful; keeps confidences, promises, and commitments.
Interacts in a positive way with persons of various social, cultural, economic, and educational backgrounds.
Teaches others how to do something.
Determines own tasks, priorities, and goals.
Closely follows established processes and procedures.
Works effectively in situations with frequent workload changes and competing priorities.
Works without supervision and demonstrates considerable initiative.
Efficiently manages high volumes of inbound and outbound telephone calls.

Nice To Haves

Teaching certification in post-secondary education preferred

Responsibilities

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.