Student Success Coach; Remote Eligible

Position: Student Success Coach (Remote Eligible)
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. 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, Arkansas, Arizona, Florida, Georgia, Idaho, Kansas, Kentucky, Louisiana, Mississippi, Nebraska, Nevada, North Carolina, Oklahoma, South Carolina, South Dakota, 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.

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 responsible for engaging with prospective students and providing the information and support needed to make informed decisions about their education. As a front-facing student support team, members serve as a resource throughout the recruitment and application process, helping students explore degree options, understand admissions and enrollment requirements, and navigate next steps. The team combines recruitment, customer service, and student support to create an informed and accessible entry point into the university.

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, 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…