Student Success Coach

Boise State University • Boise, ID

7h • Hybrid

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 is remote-eligible or hybrid-eligible. Salary starts at $51,065.60 and is commensurate with experience. Department Overview: The School of Respiratory Care Sciences offers three programs accredited by the Commission on Accreditation for Respiratory Care (CoARC). At the undergraduate level, the school is home to an Entry-Level BSRC Program that qualifies students for the credential-earning examinations of the National Board for Respiratory Care. The school also offers an online RRT to Bachelor of Science Degree Advancement Program (DAP) for RRTs who have earned an Associate’s Degree from a regionally accredited institution. At the graduate level, the school offers an online MSRC Degree Program for RRTs who hold a valid credential and a baccalaureate degree from a regionally accredited institution. The School of Respiratory Care Sciences is one of seven schools in the College of Health Sciences that also includes the Schools of Nursing, Social Work, Kinesiology, Allied Health Science, Medical Imaging and Radiologic Sciences, and Public & Population Health. 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: 60% of the time the Student Success Coach must: 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. 35% of the time the Student Success Coach: Ensure online programs are meeting metrics outlined in the School’s Strategic Plan. Assist in school events at national respiratory care events and on-campus. Represent the School in committees and meetings across campus. 5% of the time the Student Success Coach: Perform other duties as assigned.

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 university and department values.
• Experience in handling difficult and sensitive situations; use 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.
• Bachelor’s Degree and 2 years experience or equivalent.

Nice To Haves

• Experience advising in an online environment.

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.
• Ensure online programs are meeting metrics outlined in the School’s Strategic Plan.
• Assist in school events at national respiratory care events and on-campus.
• Represent the School in committees and meetings across campus.
• Perform other duties as assigned.

Benefits

• 12 paid holidays AND the 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
• Number of Employees: 501-1,000 employees