Student Success Coach (Remote Eligible)

Boise State University; Boise (ID); Remote; USD 46,000 - 57,000; Full time

Benefits offered by this job

Tuition fee waiver

Paid holidays

Retirement contributions

Medical and dental insurance

Job summary

Boise State University seeks a Student Success Coach who will actively recruit prospective online students. The role may be performed remotely from an approved location and requires residence in listed eligible states.

You will support admissions, financial aid, and online options while handling inquiries via Zoom, chat, and email. Strong customer service, collaboration with program partners, and experience with CRM systems are essential.

Qualifications

• Bachelor’s Degree and 2 years of experience or equivalent.
• Strong customer service and communication skills.
• Ability to adapt to changing priorities.
• Experience with online learning environments.
• Experience with SIS or CRM software like PeopleSoft or Slate.

Responsibilities

• Recruit prospective online students via relationship-building sales process.
• Help students identify obstacles and discuss solutions to boost persistence.
• Manage all inbound online student communications via email, text, phone, and chat.
• Guide students through admissions, financial aid, online options, and policies.
• Use CRM daily to nurture leads and document activity.
• Make data-driven adjustments to recruitment strategies.
• Improve service through updated processes and content.
• Collaborate with program partners and present recruitment updates.
• Develop recruitment pipelines with stakeholders.
• Deliver pre-recorded or live recruitment presentations.

Skills

Adapt to changing priorities

Customer service

Communication with stakeholders

Judgment under policy

Online learning environments

Organizational skills

Confidentiality

Detail-oriented

Written communication

Team collaboration

Education

Bachelor’s Degree

Tools

CRM software (PeopleSoft/Slate)

Zoom

Job description

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. This position may have the opportunity to work remotely, where all work is performed from an approved alternative work location. To be eligible, candidates must reside in one of the following states to be considered: Alabama, Arkansas, Arizona, Florida, Georgia, Idaho, Kansas, Kentucky, Louisiana, Mississippi, Nebraska, Nevada, North Carolina, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, or Wyoming. Candidates in this role must be able to work Monday through Friday, 8:00 am - 5:00 pm (Mountain Time), providing real-time support through Zoom, chat, and email while also completing assigned duties based on priorities. This position is not eligible for VISA Sponsorship.

Department Overview:

The Division of Extended Studies is on a mission to extend higher education beyond traditional boundaries. Our collaborative teams expand student access and improve student success with innovative programs that reach across our metropolitan area, Idaho and beyond. We facilitate online education, community-based programs, concurrent enrollment at high schools, summer sessions, continuing education programs and other lifelong learning options. Join us! The Enrollment and Student Success Recruitment team is responsible for engaging with prospective students and providing the information and support needed to make informed decisions about their education. As a front-facing student support team, members serve as a resource throughout the recruitment and application process, helping students explore degree options, understand admissions and enrollment requirements, and navigate next steps. The team combines recruitment, customer service, and student support to create an informed and accessible entry point into the university.

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's 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 who are reengaging with Boise State.
• Utilize a Customer Relationship Manager (CRM) daily 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, 4-year degree institutions, organizations, community partners, university & academic partners) for assigned degree programs.
• Create, maintain, and deliver pre-recorded or live recruitment presentations to prospective students and corporate entities, including but not limited to webinars, information sessions, and group presentations.
• May perform other duties as needed.

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, use 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 a desired outcome.
• Exhibits good organization and time management skills.
• Ability to preserve 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 of experience or equivalent.

Preferred Qualifications:

• Master’s Degree in a related field from an accredited college or university.
• 1-2 years of experience supporting or recruiting online learners.
• 1-2 years of experience with student information systems (SIS) or customer relationship management (CRM) software like PeopleSoft or Slate.

Salary and Benefits:

Salary of $51,584/yr. Boise State University provides a best-in-classbenefits package, including (but not limited to):

• 12paid holidaysAND the University is closed between Christmas and New Year's (requires use of 3 vacation days)
• Between 12-24annual paid vacation daysfor full-time Professional and Classified staff depending on position type and years of service
• 10.76% University contribution to yourORP retirement fund(Professional and Faculty employees)
• 11.96% University contribution to yourPERSI retirement fund(Classified employees)
• Excellent medical, dental and otherhealth-related insurancecoverages
• Tuition fee waiverbenefits for employees, spouses and their dependents
• See ourfull benefits pagefor more information!

Required Application Materials:

Cover Letter, Resume, and Three References.

About Us:

Nestled along the Boise River and steps from the state capitol, Boise State University fosters a vibrant and welcoming academic environment that fuels student and employee success. We’re a trailblazing institution, nationally recognized for our innovative spirit and commitment to positive impact on Idaho and beyond.

We’re building a thriving community of faculty and staff whose unique skills, experiences, and perspectives come together to create a rich and rewarding academic experience. Applications from all backgrounds are welcomed.

Learn more about Boise State and living in Idaho’s Treasure Valley at https://www.boisestate.edu/about/