Job Description
MINIMUM REQUIRED QUALIFICATIONS:
· Bachelors Degree AND
· Bilingual Spanish+ English
· 2 or more years customer service experience
· Experience working with children or youth
· Demonstrated proficiency in using online tools and applications
· Professional verbal and writing skills
· Comfortable with online and telephone communication with customers
· Background in Education preferred
The Academic Mentor supports student retention by providing non-instructional intervention and support to students in grades 6-12. This individual is responsible for working with students and parents to identify online learning strengths and areas for improvement, provide excellent customer service, and ensure student improvement through intervention strategies. The Academic Mentor will monitor, track and address the needs of the students specifically with regard to online learning success factors while building and maintaining relationships with students and parents. The duties of the Academic Mentor are fulfilled remotely.
ESSENTIAL FUNCTIONS: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.
· Analyzes student strengths and challenges as identified in the online learner profile and delivers targeted intervention to drive student success according to a prescribed process.
· Conduct orientation sessions for students and learning coaches at the beginning of each cohort; Educates on system navigation techniques and tips through emails, emails, orientations, phone calls and by moderating the online learning course;
· Monitors student academic progress key success metrics for identified students, and make intervention program adjustments to meet student needs;
· Conducts small group online Student and Parent Resource Sessions on academic topics as scheduled; Maintains regular contact and meetings with students and families, as assigned, via telephone, e-mail, instant messenger, and/or web conferencing to foster strong academic relationships and provide necessary support; Provides timely responses to all phone calls, emails, and e-mails received from students, staff and parents, and follow-up on teacher escalations;
· Distributes daily and weekly communications containing important school-level reminders; Formally communicates student progress, contact metrics and concerns/accomplishments to the Department Head on a weekly basis;
· Facilitates students changes such as program changes, withdrawals, accelerations, extensions, and re-enrollment activities based on individual student needs;
Competencies: To perform the job successfully, an individual should demonstrate the following competencies.
· Adaptability/Flexibility: Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, and adjusts plans to meet changing needs.
· Integrity/Ethics: Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, and conveys good news and bad.
· Teamwork: Meets all team deadlines and responsibilities, listens to others and values opinions, helps team leader to meet goals, welcomes newcomers and promotes a team atmosphere.
Supervisory Responsibilities
This position has no formal supervisory responsibilities.
MINIMUM REQUIRED QUALIFICATIONS:
· Bachelors Degree AND
· Bilingual Spanish+ English
· 2 or more years customer service experience
· Experience working with children or youth
· Demonstrated proficiency in using online tools and applications
· Professional verbal and writing skills
· Comfortable with online and telephone communication with customers
· Background in Education preferred
Certificates and Licenses: None required.
DESIRED QUALIFICATIONS:
· TUTORING EXPERIENCE OR EXPERIENCE AS A SCHOOL OR CLASSROOM AID
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
· This position is virtual and open to residents of the 50 states, D.C.
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