Verified Job
Work from home
Online Student Success Coach
Work from home
#669716
Remote / WFH
Job Description
The Online Student Success Coach exists to be the primary point of contact for an assigned group of LBC online students. This role supports each assigned student by guiding their educational planning and progress, connecting them with resources that will maximize student success, proactively identifying and helping remove barriers, and responding to all types of issues identified by the student or by faculty that could impede student progress. The Global Student Success Coach uses a high touch approach, maintaining a wide network of connections and collaborating flexibly with faculty and with other Global Student Success Coaches to ensure that each student's experience is maximized in a positive way.
Supervisory Responsibilities:
None.
Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
Personal Qualities:
The desire to grow, develop, and mature, both spiritually and professionally.
The ability to create and maintain a Christian professional atmosphere in all internal and external relationships.
A spirit of cooperation and willingness to serve others.
The desire and ability to disciple and mentor students.
A professional appearance.
Education and Experience:
College experience (degree in progress), Bachelor's degree strongly preferred
Experience in a professional atmosphere
Previous experience in an advising setting
Previous experience in a contact center
Customer service/sales experience
Required Skills/Abilities:
Excellent verbal and written communication skills
An understanding of proper interpersonal communication and phone etiquette
Ability to work first and/or second shift hours, rotating Saturdays, and occasional overtime
Ability to navigate and utilize a computer and software including, but not limited to, Microsoft Word, Excel, and Outlook
Ability to work on a team and be self-motivated to set personal short-term and long-term goals
Capability to represent the department and college in a professional manner
Duties/Responsibilities:
Provides exceptional customer service to our students and other institution employees primarily over the phone but also in email communication
Expertly navigates all student issues to complete and accurate resolution, utilizing knowledge of Global online programs and institution policies and connecting students with the correct person or department when needed
Builds rapport with students to provide them with a personal connection to the university and to enhance the potential for long-term enrollment retention
Utilizes multiple systems and resources while working with students
Supports students through thorough and timely communication.
Identities and outreaches to at-risk students.
Encourages students to complete all program requirements and helps escalate any student concerns.
Coaches' students through utilization of appropriate campus services such as meetings with faculty, tutoring, tech support assistance, workshops, and Financial Aid counseling.
Provides coaching on student success practices and skills, such as time management, budgeting and self-efficacy.
Administers coaching on relevant academic policies and processes.
Coaches' students through requests to take a Leave of Absence and ensure student returns successfully.
Intervenes student requests to withdraw and coach towards continued enrollment.
Meets term and annual retention goals.
Reviews all paperwork and follows process workflow ensuring zero compliance discrepancies.
Oversees compliance with organization and archiving of documentation in all systems.
Track and contact assigned cohorts of students to inspire and motivate to maintain turning weekly documentation and participate in Canvas learning environment.
Attend and engage in orientation, class sessions and other meetings as required.
Implement proactive and creative orientation efforts per program (with the input of necessary stakeholders)
Interact with Program Directors on student issues
Deliver course and general academic advising (referring to Program Director when needed)
Interface with Registrar's Office for course add/drop or graduation audit needs
Provide in-person or virtual support leading up to and during residencies
Performs other related duties as assigned.
Supervisory Responsibilities:
None.
Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
Personal Qualities:
The desire to grow, develop, and mature, both spiritually and professionally.
The ability to create and maintain a Christian professional atmosphere in all internal and external relationships.
A spirit of cooperation and willingness to serve others.
The desire and ability to disciple and mentor students.
A professional appearance.
Education and Experience:
College experience (degree in progress), Bachelor's degree strongly preferred
Experience in a professional atmosphere
Previous experience in an advising setting
Previous experience in a contact center
Customer service/sales experience
Required Skills/Abilities:
Excellent verbal and written communication skills
An understanding of proper interpersonal communication and phone etiquette
Ability to work first and/or second shift hours, rotating Saturdays, and occasional overtime
Ability to navigate and utilize a computer and software including, but not limited to, Microsoft Word, Excel, and Outlook
Ability to work on a team and be self-motivated to set personal short-term and long-term goals
Capability to represent the department and college in a professional manner
Duties/Responsibilities:
Provides exceptional customer service to our students and other institution employees primarily over the phone but also in email communication
Expertly navigates all student issues to complete and accurate resolution, utilizing knowledge of Global online programs and institution policies and connecting students with the correct person or department when needed
Builds rapport with students to provide them with a personal connection to the university and to enhance the potential for long-term enrollment retention
Utilizes multiple systems and resources while working with students
Supports students through thorough and timely communication.
Identities and outreaches to at-risk students.
Encourages students to complete all program requirements and helps escalate any student concerns.
Coaches' students through utilization of appropriate campus services such as meetings with faculty, tutoring, tech support assistance, workshops, and Financial Aid counseling.
Provides coaching on student success practices and skills, such as time management, budgeting and self-efficacy.
Administers coaching on relevant academic policies and processes.
Coaches' students through requests to take a Leave of Absence and ensure student returns successfully.
Intervenes student requests to withdraw and coach towards continued enrollment.
Meets term and annual retention goals.
Reviews all paperwork and follows process workflow ensuring zero compliance discrepancies.
Oversees compliance with organization and archiving of documentation in all systems.
Track and contact assigned cohorts of students to inspire and motivate to maintain turning weekly documentation and participate in Canvas learning environment.
Attend and engage in orientation, class sessions and other meetings as required.
Implement proactive and creative orientation efforts per program (with the input of necessary stakeholders)
Interact with Program Directors on student issues
Deliver course and general academic advising (referring to Program Director when needed)
Interface with Registrar's Office for course add/drop or graduation audit needs
Provide in-person or virtual support leading up to and during residencies
Performs other related duties as assigned.
