Student Success Coach (Remote/Hybrid Eligible)
Boise State University

Boise, Idaho


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 State University 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. Research demonstrates that people thrive when they feel welcome, respected, and inspired. We seek applicants who are committed to helping us achieve our vision of a diverse and inclusive community. Applications from members of historically marginalized groups, including women, BIPOC (Black, Indigenous, and People of Color), those with disabilities, members of the LGBTQ+ community, those who have served in the military, and members of other underrepresented communities are strongly encouraged.
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 Student Success Coach is an online student recruiter and 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.

This position may have the opportunity to work remotely where all work is performed from an alternative work location either within or outside the State of Idaho.

This position may have the opportunity to work remotely where all work is performed from an alternative work location either within or outside the State of Idaho.
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 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.

• 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 program partner operations meetings.
• Deliberately establish and maintain recruitment pipelines with appropriate stakeholders (marketing, community colleges, organizations, community partners, university & academic partners) for assigned degree programs.
• Contribute to lead generation for assigned programs by developing and maintaining community college contact lists and performing consistent outreach to plan in-person and virtual classroom visits, advisor meetings, faculty meetings, and events. Represent Boise State and assigned academic programs to Community Colleges.
• Create, maintain, and deliver pre-recorded or live recruitment presentations to prospective students, community colleges, and corporate entities, including but not limited to webinars, information sessions, and group presentations.

• May perform other duties as assigned.
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, using 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 the desired outcome.
• Exhibits good organization and time management skills.
• Ability to preserve the 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 an appropriate field from an accredited college or university
• Experience supporting online learners
• Experience working with diverse populations
• Experience with PeopleSoft or similar student information system
• Experience with Hobson's Connect or similar Customer Relations. Management (CRM) database Salary and Benefits:
Salary $45,073/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/.

Tuition Fee Waiver: for self, spouse, and dependents: https://www.boisestate.edu/hrs/benefits/tuition-fee-waiver-benefit/

Flexible Spending Accounts

Life Insurance

Time Off
Required Application Materials:
Resume and Cover Letter

Advertised: May 13, 2022 Mountain Daylight Time
Applications close: June 5, 2022 11:55 PM Mountain Daylight Time


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