Online Learner Experience Coordinator

Ball State PBS; Muncie (IN); On-site; USD 21,000 - 22,000; Full time

Job summary

Ball State University is seeking a Student Engagement Coordinator to enhance the online learner experience through proactive communication, technology-driven strategies, and comprehensive administrative support. You will work with the Learner Experience Team to engage online students, manage records in the CRM, and assist with dual credit projects within Ball State’s programs.

The role requires an Associate’s degree with 1+ year of office/customer service experience; a Bachelor’s degree is

Qualifications

• Associate’s degree or equivalent. Over one year of related office and customer service experience.
• Bachelor’s degree in office management or related field. Excellent written, telephone, and other verbal communication skills.
• Proficient use of Microsoft Office Suite and a customer relationship management tool.
• Additional years of administrative, supervision, and customer service experience.

Responsibilities

• Serve as a point of contact and resource for online students by proactively and effectively communicating with students and staff; identify and resolve barriers to student engagement; leverage technology and take initiative to identify innovative strategies to enhance the learner experience.
• Provide administrative support to augment student engagement by providing timely adjustments to records within the customer relationship management system; manage the student recruitment database; and use the University’s student database to assist with student recruitment.
• Supervise student employees by planning, assigning, and delegating appropriate responsibilities and workload to ensure coverage for the front office and maintain a positive and pleasant environment at all times.
• Create, organize, analyze, and respond to reports impacting online students and the Learner Experience team; document, process, and disseminate information; assess reports for necessary tasks and assign those to student employees and the Learner Experience team.
• Manage online new student onboarding and orientation; update student records accordingly to reflect student status in the customer relationship management system.
• Remain current on university policies and procedures affecting student and program success.
• Assist dual credit team with preparation of documents, course listings, newsletters, and handbook; provide support for communication with all stakeholders; and assist with data gathering for reporting purposes.
• Assist professional staff members with administrative duties related to hiring new employees such as submitting documentation, job postings, scheduling interviews, and communicating with candidates.
• Perform office management duties for the division; maintain and update digital files; lead coordination of team functions, luncheons, and special events including working with Facilities Planning and Management, University Catering, and other campus partners.
• Provide administrative assistance to staff in the division; including creating and editing correspondence, memos of understanding (MOUs), reports, and other student related materials while maintaining confidentiality.
• Fully participate with individual, team, and small group activities and efforts that promote best practices in the division.
• Proactively seek and accept other duties and responsibilities assigned to promote the mission and operation of the division and institution.
• Perform other related duties as assigned.
• Maintain regular and predictable attendance.

Skills

Customer service

Communication

Education

Associate’s degree or equivalent

Bachelor’s degree in office management or related field

Tools

Microsoft Office Suite

CRM tool

Job description

Ball State University is seeking a Student Engagement Coordinator to enhance the online learner experience through proactive communication, technology-driven strategies, and comprehensive administrative support. You will work with the Learner Experience Team to engage online students, manage records in the CRM, and assist with dual credit projects within Ball State’s programs.

The role requires an Associate’s degree with 1+ year of office/customer service experience; a Bachelor’s degree is