Academic Success Coach

Bryant & Stratton College; Town of Orchard Park (NY); Hybrid; USD 41,000 - 51,000; Full time

Job summary

Bryant & Stratton College in Orchard Park, NY is seeking an Online Success Coach to build personalized relationships during enrollment, ensuring steps like transcript evaluation and orientation are completed. You will coach students toward term retention and graduation while following college enrollment policies.

The role requires a bachelor’s degree, 2–3 years in customer service/sales, strong MS Office skills, and high-volume phone experience.

Qualifications

• Bachelor’s degree from an accredited institution is required.
• Two-three years of experience in customer service and sales.
• Internet savvy; proficient with Microsoft Office products.
• High volume phone contact is required.

Responsibilities

• Meet and maintain retention and enrollment goals.
• Respond to student inquiries and coach students in time management and goal achievement.
• Collaborate with admissions, financial aid, and instructors to guide students through enrollment.
• Maintain regular proactive contact with students via calls, emails and other channels.
• Prepare and maintain accurate records in the CRM and complete paperwork promptly.

Skills

Customer service

Sales

Phone contact

MS Office

Education

Bachelor’s degree from an accredited institution

Master’s degree

Tools

Banner

Job description

Position Status

Non-exempt

Work Hours

Mon–Fri. Ability to work some evenings and Saturdays; Secondary holidays may be a scheduled workday.

Reports To

Student Services Manager/Dean of Student Services

Location

This role is performed in Orchard Park, NY; a hybrid schedule may become available based on job tenure and performance.

Position Description

The primary function of an Online Success Coach is to build a personalized relationship during the enrollment process. The Online Success Coach assures that academic enrollment steps are completed. Enrollment steps may include high school verification, transcript evaluation, orientation and session attendance. Additionally, the Online Success Coach uses experience and knowledge of coaching philosophies to assure successful student transition and that college policies for enrollment and registration are followed.

Essential Duties And Responsibilities

• Goals: Meet and maintain retention and conversion metrics dictated by projected budgetary enrollment.
• Urgency: Responds timely, empathetically and accurately to student inquiries and coaches students to develop skills related to time management, follow through, and goal achievement. Focuses on reconciling concerns with appropriate urgency. Develop action plans for success related to first term retention.
• Transition Metrics: Work in partnership with assigned groups of associates, admissions representatives, financial aid advisors and instructors to assure that students are coached and guided closely through the enrollment process. Provide excellent customer service and support services to the student to help increase campus retention and graduation rates.
• Proactive Outbound Contact: Maintain regular and consistent direct and proactive contact with students through calls, emails, and other contacts. Overcome student objections to ensure continued persistence through the enrollment process.
• Documentation: Prepare/maintain accurate records and ensure proper documentation in the CRM databases. Complete all paperwork in a timely manner.

Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Qualifications

• Bachelor’s degree from an accredited institution
• Two-three years of experience in customer service and sales
• Internet savvy, proficient with Microsoft Office products
• High volume phone contact.

Preferred Qualifications

• Master’s degree
• Experience with Banner

Physical Demands And Work Environment

Position requires standing or sitting in a stationary position as well as the occasional need to lift, carry, push, and/or move objects up to 10 pounds.

Position requires the use of computer technology/equipment.

Position requires the ability to hear conversations and receive information in person and over the telephone.

Position requires the ability to convey detailed and important instructions or ideas accurately, loudly, or quickly.

Salary: $46,000 per year ($22.12 per hour)

This position is eligible for overtime.

Please note that the compensation information is a good faith estimate of the base pay for this position. Information about the total compensation package for this position will be provided during the interview process.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. Bryant & Stratton College is an Equal Opportunity Employer.