Student Success Coach
Boise State University

Job Info

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About Us:
Boise State University is located along the banks of the Boise River and a short stroll from the state capitol. We are committed to an innovative, transformative, and equitable educational environment that supports student success, and advances Idaho and the world.

Boise State is building an inclusive community of faculty and staff whose unique skills, cultural contributions, work history, and perspectives create a rich and rewarding academic experience for our students. Applications from individuals of all backgrounds and identities are welcomed.

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

This position may have the opportunity to work hybrid where a mix of in-person work from a Boise State worksite and an alternative work location within the state of Idaho. Candidates must be able to work on-site as needed.
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.
• Successfully develop and maintain positive, collaborative, respect-based relationships with co-workers, customers, and stakeholders within and outside of Boise State, including: online program coordinators, advisors and departmental representatives; Boise State Enrollment Service Offices, Undergraduate Admissions and Degree Services, Academic Advising and Enhancement, community college transfer center coordinators and academic advisors, community college administrative staff, and professional educators.
• Complete and balance multiple work projects, respond with adaptability to rapidly changing priorities, and work well under pressure. Proven work performance that is reliable, dedicated, productive and exhibits strong self-initiative.
• Provide effective customer-service and to actively listen and appropriately respond to colleague, stakeholder and supervisor needs/requests.
• Work effectively both independently and cooperatively as a member of a team. Willingness to take direction, remain open and amenable to instruction, and quickly acquire/learn/share new knowledge/skills as needed.
• Exhibit professionalism and integrity through excellent verbal and written communication skills, as well as demeanor.
• Willingness to effectively and proactively communicate and collaborate with colleagues, supervisors and stakeholders. Listen actively and respond appropriately to colleagues, stakeholders and supervisor needs/requests.
• A strong desire to thrive, engage, and work effectively in a dynamic, highly collaborative, results-driven, and interactive environment.
• Flexibility in adapting to a fast-changing environment to meet the needs of the department and the priorities of the university. Work with supervisor to periodically review, update and modify job description as needed.
• Support Extended Studies mission, goals, programs and activities.
• 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 on concepts and information effectively while ensuring the 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.
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.
• Experience supporting or recruiting online learners.
• Experience with student information systems (SIS) or customer relationship management (CRM) software like PeopleSoft or Slate.
Salary and Benefits:
Salary of $47,195.20/yr. Boise State University is committed to offering a benefits package that provides health and financial protection plans as well as resources to promote health and well-being. Our program provides flexibility so you can choose the benefits that are right for you and your family. Learn more about our benefit options at https://www.boisestate.edu/hrs/benefits/.
Required Application Materials:
Resume and Cover Letter.

Advertised: April 12, 2024 Mountain Daylight Time
Applications close: May 5, 2024 11:55 PM Mountain Daylight Time

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