Job Standard for Student Success Coach
How to use this Job Standard:
- The Purpose, Scope, Qualifications and Job Functions are specific to this job title and can not be edited.
- Click “View in Google Docs/Download” and download to Word.
- Under Essential Functions you may add an additional 35%, specific to your department needs.
- Complete this standard before creating the job announcement and posting the position.
- This standard will be used as the new Job Description for the prospective employee.
- After hire is complete, insert Employee Name and PCN#
Student Success Coach Overview
- Work Type: Professional
- Job Code: 75884
- Pay Grade: P5
- FLSA Status: Exempt
- Career Level: Intermediate
- Family: Student Services
- Function: Student Activities & Services
The Student Success Coach is responsible for proactively recruiting prospective students who indicate interest in pursuing an online degree program through Boise State University.
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.
Bachelor’s Degree and 2 years experience or equivalent
Knowledge, Skills, and 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
60% of 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 Time the Student Success Coach
Determined by department needs
5% of Time the Student Success Coach
Perform other duties as assigned
Work Environment and Physical Demands
Some positions may involve frequent bending, moving, lifting, and carrying material weighing up to 50 pounds; some positions may involve moving, lifting, and carrying material weighing up to 70 pounds; standing up to eight hours each day; working in all weather conditions; exposure to high noise levels and requiring wearing hearing protection.
Not applicable for Student Success Coach
Additional training/education or equivalent experience, as well as business need, are required for movement into higher level jobs.
Incumbents must perform the essential duties and responsibilities with or without reasonable accommodation. The above statements are intended to describe the general nature and level of work. Final employment offers are contingent upon a Final Candidate’s successful completion of a Background Verification, and a determination by the University that the information derived from the Background Verification does not disqualify the individual. In addition, a Financial History Check and Motor Vehicle Record (MVR) Check may be required.