Student Success Coach

Apply now Job no: 496025
Work type: Non-Classified/Professional
Location: Boise, ID
Categories: Academic Programs, Marketing and Communications, Student Services

About Us: Boise State University, powered by creativity and innovation, stands uniquely positioned in the Northwest as a metropolitan research university of distinction. Learn more about Boise State and the City of Boise at https://www.boisestate.edu/about/boise-and-beyond/. Boise State University is committed to increasing the diversity of its faculty, staff, students, and academic program offerings and to strengthening sensitivity to diversity throughout the institution. Boise State University is an affirmative action/equal opportunity employer, and members of historically underrepresented groups are especially encouraged to apply. We are a welcoming campus that supports diversity and inclusion.
Job Summary/Basic Function:

The Student Success Coach is the primary point of contact for prospective students and coaches students from the point of inquiry through application to the university and program admission.

Hybrid work may be available.  

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:

● Serve as primary contact and recruit individuals who indicate interest in pursuing an online degree program through Boise State University. Providing accurate information regarding the academic program attributes, admissions, financial aid, online education, degree plans and academic advising.
  -Communicate effectively, proactively and regularly with students using telephone, email, and instant chat (potentially using text messages or web conferencing).
  -Follow-up with prospective students on a regular basis, sharing academic degree details, admission materials needed by the university.
  -Follow up with applicants, encouraging them to complete university and academic program specific admission requirements.
  -Problem solve a variety of student related issues that will involve interpreting University policies and procedures, fact-finding, communicating with field experts, creating options, and deciding final action.
● Provide advice to transfer and adult students about university policies, programs of study and degree options.
● Be fully informed of Boise State admission policies and procedures and be able to clearly and specifically communicate the intricacies of the process to prospective students.
●Engage in intentional and continuous efforts to improve service to and coaching of students, which includes improving internal processes, procedures, resources and published content.
● Serve as student services advocate by providing accurate information related to registration, graduation, credit transfer, degree requirements, tutoring, financial aid, fee payment, and course materials/tests. Refer to service specialists as needed.
● 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, Graduate 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.

Knowledge, Skills, Abilities:

● Ability to perform in a manner that is reliable, dedicated, productive and exhibits strong self-initiative.
● Experience in providing excellent customer service.
● Ability to collaborate and negotiate to achieve a desired outcome, to persuade and motivate others to pursue action.
● Experience in handling difficult and sensitive situations, use sound, independent judgment within general policy and legal guidelines. Defuse tension in customer interactions, should it arise.
● Ability to assimilate and organize material and ideas to communicate effectively in a variety of forms.
● Communicate virtually in a professional manner. Compose written material with a succinct, articulate message free of spelling or grammatical errors.
● Knowledge of and understand the online learning environment.
● Establish and maintain effective working relationships with and elicit cooperation from colleagues, members of external groups, and co-workers on complex issues.
● Ability to preserve confidentiality of sensitive information.
● Ability to thrive in a dynamic atmosphere and manage multiple projects with competing deadlines.
● Be sensitive to the concerns and needs of diverse student populations.

Minimum Qualifications:

Bachelor’s Degree and 2 years of professional experience or equivalent relevant experience.

Preferred Qualifications:

• Master’s degree in appropriate field from an accredited college or university.
• Experience supporting or advising online learners.
• Experience with PeopleSoft or similar student information system.
• Experience with Hobson’s Connect or similar Customer Relations Management (CRM) database.
Salary and Benefits:

Salary $42,910/year. 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: Mountain Daylight Time
Applications close: Mountain Daylight Time

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Equal Employment Opportunity
Boise State University is an affirmative action, equal opportunity employer. Boise State University is building a culturally diverse faculty and staff and strongly encourages applications from women, minorities, individuals with disabilities and covered veterans. As a federal contractor, the University will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. View Boise State's complete Pay Transparency Policy Statement. If you require an accommodation to complete this application, please contact Human Resources at 208-426-1616
Jeanne Clery Act
Each year, Boise State University prepares an Annual Security Report and Annual Fire Safety Report as part of the University's commitment to safety and security on campus and in compliance with the Jeanne Clery Disclosure of Campus Security Police and Crime Statistics Act. The report includes statistics for the previous three years concerning reported crimes that occurred on the main Boise State campus, all of Boise State's separate campuses, in certain off-campus buildings or property owned or controlled by Boise State, and on public property within, or immediately adjacent to and accessible from Boise State's campuses. Also included in the report are the University's institutional policies and procedures concerning campus security, including those related to sexual assault, campus alerts, drug and alcohol use, and others. You can obtain a copy of the report by accessing the following website or you can request a copy of the report by contacting the University's Department of Public Safety at 2245 University Drive, Boise, Idaho 83706; by calling 208-426-6911; or by sending an email to publicsafety@boisestate.edu
Annual Security and Fire Safety Report