Boise State University · 2 days ago

Student Success Coach (Remote Eligible)

Boise, ID

Full-time

Remote

Entry, Mid Level

$49K/yr - $49K/yr

2+ years exp

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Higher Education

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Responsibilities

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.

Qualification

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Customer service skillsOnline learning environmentsCRM softwareTime management skillsRelationship building

Required

Bachelor’s Degree and 2 years experience or equivalent.

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.