Student Success Coach (Remote Eligible)

Boise State University • Boise, ID

3d • Remote

About The Position

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 approved alternative work location. To be eligible, candidates must reside in one of the following states to be considered: Alabama, Arizona, Florida, Georgia, Idaho, Kansas, Louisiana, Nebraska, Nevada, North Carolina, South Carolina, Tennessee, Texas, Utah, Virginia, or Wyoming. Candidates in this role must be able to work Monday through Friday, 8:00 am - 5:00 pm (Mountain Time), providing real-time support through Zoom, chat, and email while also completing assigned duties based on priorities. This position is not eligible for VISA Sponsorship. 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. 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.

Requirements

• 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 on 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 the 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.
• Bachelor’s Degree and 2 years of experience or equivalent.

Nice To Haves

• 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.

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, and 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's 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 who are reengaging with Boise State.
• Utilize a Customer Relationship Manager (CRM) daily 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.
• Maintain collaborative relationships with program partners by providing timely and accurate recruitment information, seeking insights about industry trends, and serving as a recruitment subject matter expert. Prepare and present recruitment updates in scheduled program partner operations meetings.
• Deliberately establish and maintain recruitment pipelines with appropriate stakeholders (marketing, 4-year degree institutions, organizations, community partners, university & academic partners) for assigned degree programs.
• Create, maintain, and deliver pre-recorded or live recruitment presentations to prospective students and corporate entities, including but not limited to webinars, information sessions, and group presentations.
• May perform other duties as needed.

Benefits

• 12 paid holidays
• University is closed between Christmas and New Year's (requires use of 3 vacation days)
• Between 12-24 annual paid vacation days for full-time Professional and Classified staff depending on position type and years of service
• 10.76% University contribution to your ORP retirement fund (Professional and Faculty employees)
• Excellent medical, dental and other health-related insurance coverages
• Tuition fee waiver benefits for employees, spouses and their dependents

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level