Student Success Coach

University of Vermont; Burlington (VT); Hybrid; USD 33,000 - 38,000; Full time

Benefits offered by this job

Hybrid schedule

Job summary

The University of Vermont in Burlington is seeking a Student Success Coach to guide prospective students through enrollment in PACE programs and to serve as the primary contact for general inquiries. You will provide customer service via email, phone, text, and live chat, while coordinating with a team to ensure a smooth student experience.

You will track outreach in the CRM, assist with applications, verify documents, and report on student information.

Qualifications

• Bachelor's degree in related field and 1–3 years related experience required.
• Proficiency with database management and working ability to navigate a CRM system (i.e. Salesforce) SIS (i.e. Banner) and online registration systems required.
• Competency with spreadsheet and word processing software required.
• Demonstrated knowledge of technology and methods of communications (such as text, email, live chat, social media) required.
• Accuracy and attention to detail, and effective organizational, time management and records documentation skills required.
• Effective interpersonal, customer service and communication skills required.
• Evening and weekend hours may be required.

Responsibilities

• Serve as first point of contact for prospective students and guide them through enrollment in PACE programs.
• Provide customer service outreach via email, phone, text, and live chat to ensure satisfaction from inquiry to enrollment.
• Track lead contact efforts in the CRM and assist with application processing.
• Verify and process forms, documents, and applications; report information on students.
• Support students in aligning programs with academic and professional goals (credit and non-credit).
• Collaborate with other Student Success Coaches and Student Services Advisors to ensure a seamless student experience.

Skills

Customer service

Communication

Interpersonal skills

Time management

CRM navigation

Education

Bachelor's degree in related field

Tools

Salesforce

Banner (SIS)

Online registration systems

Job description

Student Success Coach

Please carefully review the details of this position below.

Job Description

The Student Success Coach will assist prospective students by playing a crucial role in guiding them through the enrollment process, from initial inquiry to successfully enrolling in Professional and Continuing Education (PACE) programs. Serve as first point of contact for prospective students, providing them with customer service and support. Working closely with a dynamic team of Student Success Coaches and Student Services Advisors, ensure a seamless experience for our students, fostering complete satisfaction with PACE offerings. Provide student/customer service coverage and work closely and collaboratively with other Student Success Coaches and Student Services Advisors. With the guidance from the Manager, Student Success & Advising, provide comprehensive, quality and highly informed customer service outreach to prospective students and current and past program participants through email, phone, text, live chat, ensuring complete student satisfaction from inquiry through the enrollment process. Work to understand each prospective student’s unique academic and professional goals and provide guidance on program options. Assist with aspects of the enrollment process including tracking lead contact efforts in Customer Relations Management tool and assisting students with application process. Compile, track and report out information on students; receive, verify, and process forms, documents, applications and other materials. Support prospects’ needs that best align with their academic and professional goals (credit and non-credit programs). Report to the Manager, Student Success & Advising.

Equal Opportunity/Affirmative Action Employer

The University of Vermont is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category legally protected by federal or state law.

Minimum Qualifications

• Bachelor’s degree in related field and one to three years related experience required.
• Proficiency with database management and working ability to navigate a CRM system (i.e. Salesforce) SIS (i.e. Banner) and online registration systems required.
• Competency with spreadsheet and word processing software required.
• Demonstrated knowledge of technology and methods of communications (such as text, email, live chat, social media) required.
• Accuracy and attention to detail, and effective organizational, time management and records documentation skills required.
• Effective interpersonal, customer service and communication skills required.
• Evening and weekend hours may be required.

Desirable Qualifications

• Experience working with students and faculty in an academic setting desirable.
• Knowledge of higher education philosophy, structure and culture desirable.
• Previous customer service and sales experience desirable.
• Familiarity with FERPA and student confidentiality policies.

Anticipated Pay Range

$24.00-$27.50/hour

Special Conditions

A probationary period may be required, This position is eligible for a hybrid schedule with an option to split time between campus and elsewhere, in accordance with the university telecommuting policy, Background Check required for this position

FLSA Status

Non-Exempt

Union

Yes, UVMSU

Post Details

• Location: Burlington, Vermont, United States
• Job Open Date: 09/23/2026
• Open Until Filled: No
• Finalists for positions at UVM may be subject to a criminal background check.
• For classified staff positions, actual hiring pay dependent on current competitor market conditions, comparable campus peer(s) at time of hire, and candidate’s experience level and length.

Our Common Ground Statement

The University of Vermont is a welcoming, educationally purposeful community committed to creating an inclusive environment that embraces intellectual diversity and global perspectives. We seek to prepare students to be accountable leaders who will bring to their work a grasp of complexity, effective problem-solving and communication skills, and an enduring commitment to learning and ethical conduct. Members of the University of Vermont community embrace and advance the values of Our Common Ground: Respect, Integrity, Innovation, Openness, Justice, and Responsibility. Staff play a critical role in this effort and the successful candidate will demonstrate a strong commitment to UVM’s mission and advancing Our Common Ground values through the execution of their job duties.

Position Information

• Title: Student Success OC2 N
• Posting Number: S6317PO
• Department: PACE - Administration/50100
• Position Number: 00027178
• Percent of Full-Time: 1.0
• Standard Hours at 1.0 FTE: 37.5
• Term (months per year): 12

Supplemental Questions

1. * How did you hear about this employment opportunity?
   • Chronicle of Higher Education
   • HigherEdJobs
   • Inside Higher Ed
   • LinkedIn
   • Seven Days
   • UVM Employee (Please specify below)
   • UVM Employment Web Site
   • Vermont JobLink (Department of Labor)
   • Other (Please specify below)
2. Please specify here where applicable. Enter \"NA\" if not applicable. (Open Ended Question)

Documents Needed to Apply

Required Documents

1. Resume
2. Cover Letter/Letter of Application

Optional Documents