Student Success Coach (Remote Eligible)

Job Summary/Basic Function:

The Student Success Coach is responsible for proactively recruiting prospective students who indicate interest in pursuing an online degree program through Boise State University.

This position may have the opportunity to work remotely where all work is performed from an alternative work location either within or outside the state of Idaho. Candidates in this role must be able to work Monday - Friday, 8:00 am - 5:00 pm (Mountain Time) to actively provide student recruitment through phone, zoom, text, chat and email while also completing assigned duties based on priority.

Department Overview:

The Division of Extended Studies is on a mission to extend higher education beyond traditional boundaries. Our collaborative teams expand student access and improve student success with innovative programs that reach across our metropolitan area, Idaho and beyond. We facilitate online education, community-based programs, concurrent enrollment at high schools, summer sessions, continuing education programs and other lifelong learning options. Join us!

The Enrollment and Student Success Recruitment team is a dynamic group of passionate advocates who are all about having fun while providing exceptional support and service to students from various backgrounds. We make the recruitment process exciting by getting to know each student personally, understanding their goals, and helping them choose the perfect degree to propel their dreams forward. Together, we are on a mission to shape the future of higher education and empower students to reach their academic goals.

Level Scope:

Fully competent and productive professional contributor who applies acquired job skills, policies, and procedures to complete substantive assignments/projects/tasks of moderate scope and complexity. Works independently with general supervision; exercises judgment within defined guidelines and practices to determine appropriate action. May provide guidance and assistance to entry level professionals and/or support employees.

Essential Functions:

● Recruit prospective online students by executing a relationship-building sales process by assuming each student has the potential to succeed.
● Work with students to self-identify potential obstacles and discuss solutions helping to build prospective student confidence and persistence.
● Manage all prospective online student inbound communication through email, text, phone, chat phone queue appropriately by providing timely and accurate customer service. Follow-up with prospective students on a regular basis following prescribed communication plans and developing customized plans depending on the student needs and recruitment cycle.
● Help students navigate complex university systems, including university admissions, financial aid, online education options, and academic advising and policies pertaining to special populations including, but not limited to transfer, adult learners, military students, veterans, GED high school graduates, international students, and students that are reengaging with Boise State.
● Utilize a Customer Relationship Manager (CRM) on a daily basis to follow a customized recruitment workflow to nurture leads, accurately communicate with collaborators, and consistently document activity for reporting purposes.
● Make data-driven decisions to adjust recruitment strategies based on target student populations, recruitment metrics, and university processes in a dynamic way that meets the needs of students and stakeholders (program partners, admissions, registrar, financial aid, marketing).
● Engage in intentional and continuous efforts to improve service to and coaching of students, which includes improving internal processes, procedures, resources and published content.
● Maintain professional flexibility to accommodate rapidly changing processes, program information and priorities.
● May perform other duties as needed.

Knowledge, Skills, Abilities:

● Ability to adapt to rapidly changing priorities and work well under pressure.
● Excellent customer service skills
● Demonstrate a strong ability to manage, coordinate, and deliver concepts and information effectively while ensuring the university and department values.
● Experience in handling difficult and sensitive situations, using sound, independent judgment within general policy and legal guidelines.
● Good knowledge of online learning environments.
● Proficiently collaborate, negotiate, and communicate with all stakeholders (internal and external) via phone, email, virtual conferences, and in-person to achieve a desired outcome.
● Exhibits good organization and time management skills.
● Ability to preserve confidentiality of sensitive information.
● Be detail-oriented with a high level of integrity, and enthusiasm.
● Establish and maintain effective working relationships with and elicit cooperation from colleagues, members of external groups, and co-workers on complex issues.
● Ability to compose written material with a succinct message and free of spelling or grammatical errors.

Minimum Qualifications:

Bachelor’s Degree and 2 years experience or equivalent.

Preferred Qualifications:

● Master’s degree in a related field from an accredited college or university.
● 1-2 years of experience supporting or recruiting online learners.
● 1-2 years of experience with student information systems (SIS) or customer relationship management (CRM) software like PeopleSoft or Slate.
● Experience working with a variety of populations from different backgrounds.

Salary and Benefits:   Salary of $48,609.60/yr.   Boise State University provides a best-in-class benefits package, including (but not limited to):

• 12 paid holidays AND the University is closed between Christmas and New Year's
• Between 12-24 annual paid vacation days for full-time Professional and Classified staff depending on position type and years of service
• 9.27% University contribution to your ORP retirement fund (Professional and Faculty employees)
• 11.96% University contribution to your PERSI retirement fund (Classified employees)
• Excellent medical, dental and other health-related insurance coverages
• Tuition fee waiver benefits for employees, spouses and their dependents
• See our full benefits page for more information!

Required Application Materials:

Resume and Cover Letter

About Us:

Nestled along the Boise River and steps from the state capitol, Boise State University fosters a vibrant and welcoming academic environment that fuels student and employee success. We’re a trailblazing institution, nationally recognized for our innovative spirit and commitment to positive impact on Idaho and beyond.

Boise State is proud to be recognized by Forbes as the only Idaho employer listed in the top 100 of all national midsize and large employers. We’re building a thriving community of faculty and staff whose unique skills, experiences, and perspectives come together to create a rich and rewarding academic experience. Applications from all backgrounds are welcomed.

Learn more about Boise State and living in Idaho’s Treasure Valley at https://www.boisestate.edu/about/

 

 

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