Academic Success Coach
About The Position
The Online Success Coach builds personalized relationships with students during the enrollment process and ensures that academic enrollment steps are completed. These steps may include high school verification, transcript evaluation, orientation, and session attendance. The coach applies coaching philosophies to support successful student transitions and ensure college enrollment and registration policies are followed. The role focuses on meeting retention and conversion metrics, responding to student inquiries with urgency and empathy, helping students develop time management and goal-achievement skills, and creating action plans that support first-term retention. The coach works with associates, admissions representatives, financial aid advisors, and instructors to guide students through enrollment and provide customer service and support intended to improve retention and graduation rates. The position also requires regular proactive student contact, accurate CRM documentation, and timely completion of paperwork. Other duties may be assigned or changed at any time.
Requirements
- Bachelor’s degree from an accredited institution.
- Two to three years of experience in customer service and sales.
- Internet savvy and proficient with Microsoft Office products.
- Experience with high-volume phone contact.
Nice To Haves
- Master’s degree.
- Experience with Banner.
Responsibilities
- Meet and maintain retention and conversion metrics based on projected budgetary enrollment.
- Respond to student inquiries promptly, empathetically, and accurately; coach students on time management, follow-through, and goal achievement.
- Address student concerns with appropriate urgency and develop action plans to support first-term retention.
- Partner with associates, admissions representatives, financial aid advisors, and instructors to guide students through the enrollment process.
- Provide customer service and support services to help increase campus retention and graduation rates.
- Maintain regular, consistent, proactive contact with students through calls, emails, and other means.
- Address student objections to support continued persistence through the enrollment process.
- Prepare and maintain accurate records and documentation in CRM databases.
- Complete paperwork in a timely manner.
- Perform other duties and activities as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
