Job Description Summary
The WorldWide Student Success Coach, reporting to the Associate Director or Director of WorldWide Student Success & Academic Engagement, promotes an increase in learning, persistence, and graduation by holistically addressing students' university experiences. The WorldWide Student Success Coach provides educational guidance, support, and assistance rooted in the framework of Appreciative Advising to create personalized interventions, coaching, and support services (both academic and non-academic) for WorldWide online students. The WorldWide Student Success Coach is responsible for proactively guiding online students from their initial coursework through graduation. The WorldWide Student Success Coach serves as liaison between the student and University and is the student's professional point of contact and advocate within the University.
Job Description
The WorldWide Student Success Coach will be responsible for the following:
* Proactively outreach to student caseload/cohort via tasks within the student information system to provide service for all online students via phone, email, and text.
* Serve as primary point of contact for questions and concerns regarding degree requirements, programs, policies, and procedures.
* Build rapport with students, help define clear objectives, and assess fit with their respective program.
* Ensures that information is proactively communicated to students and requests for assistance are met with a response that is meaningful and supportive of the day-to-day needs of online students.
* Ensure students have a solid understanding of the time commitment, technology and skills required to be a successful online learner.
* Assist students with term-by-term course selection, registration, comprehensive program evaluation review, and appropriate education solutions to overcome barriers to student success.
* Manage, monitor, and use available early alert systems, to create intervention strategies and resolve student issues.
* Lead online webinars showcasing key success areas such as navigating through the online classroom, student portal, ordering books, communicating with faculty, etc.
* Collaborate with Enrollment for a successful onboarding process of all first term students.
* Work closely with other university departments and program offices to provide institutional resources, assistance, and guidance to students to overcome barriers to student success. Barriers addressed include but are not limited to financial aid issues, student accounts issues, behavioral issues, and wellness issues.
* Serve on department and university committees and work collaboratively with key areas to support persistence and graduation initiatives.
* Meet and exceed quality customer service interaction via results of student satisfaction surveys and call quality assurance.
* Perform other duties as required.
REQUIRED KNOWLEDGE, SKILLS, AND ABILILITIES
Knowledge:
* Bachelor's degree from a regionally accredited institution required. Master's degree from a regionally accredited institution preferred.
* A minimum of two years of experience working in higher education, academic advising, advocacy, and/or coaching.
Skills:
* Advanced interpersonal, written, and presentation skills.
* Experience working with diverse populations and non-traditional online students
* Superior oral, negotiation, problem solving, and customer service skills.
* Superior organizational skills: ability to execute multiple objectives concurrently.
* Using remote technologies for video conferencing, meetings, etc.
* Proficiency with Microsoft Office (Word, Excel, PowerPoint, and Outlook), and managing student databases required.
* Familiar with phone queue technology and performance metrics
Abilities:
* Demonstrated ability to work cooperatively with key stakeholders and constituent groups and foster a spirit of engagement.
* Ability to use technology to effectively manage caseload / cohort and work with clients.
* Ability to analyze data to create and improve department initiatives.
* Ability to work independently, work on a team, and meet department performance metrics.
* Ability and willingness to work evenings and weekends.
* Ability and willingness to travel to attend in-person department meetings and events.
Schedule Requirements
* Must be available to work the following schedule, weekly:
* Three early days - 8:30am - 5:00pm
* Two late days - 10:30am - 7:00pm
* Must have a flexible schedule to work some Saturdays, based on business needs.
* Must be able to travel to attend in-person department meetings and events, based on business needs.
* Schedule subject to change based on business needs.
Work Environment Requirements:
* Must have a quiet, distraction-free work environment without any conflicting responsibilities during assigned work schedule.
* Home office must have DSL or Cable Internet that is hardwired into a modem/router via Ethernet (Dial up, Wireless, or Satellite internet service cannot be used).
* Remote employees are expected to be available and communicative during scheduled work hours.
* Employees are expected to maintain their workspace in a safe manner, free from safety hazards.
In addition to a resume, please include the following documents for consideration:
1. Cover Letter
2. Values Statement
Please include a values statement (500 words or less) which highlights how your administrative philosophy and practices fit the Missions and Values of Saint Leo University. The University Ideal Mission Statement and Values are available on the Saint Leo website.
Why Work at Saint Leo?
What it's Like to Work Here: Ask our employees and the one word they'd use to describe working at Saint Leo University is "Community." Our team members all share the Saint Leo core values, positive attitudes, and problem-solving abilities, enabling them to provide excellent student centered service. Our mission is educating and preparing students for life and leadership in a challenging world. Thank you for your interest in joining the Saint Leo PRIDE!
We are committed to providing our employees with the support they need. At Saint Leo, we offer an array of medical, dental, and vision packages as well as several add-on perks to make your benefits package truly customizable to you and your family needs. Available benefits based on employment status (Full Time vs Part Time).
* FREE Tuition - Employee, Spouse, and Dependents*
* Tuition Exchange Opportunity - Dependent of Employees*
* Generous Paid Leave - Sick, Vacation, and Holidays
* Comprehensive Group Health Plan (Medical, Dental, and Vision)
* Group Medical Plan includes Teledoc, Surgery Plus, Wellness Incentive Program and more!
* 100% Employer-Funded Health Reimbursement Account
* 100% Employer-Paid Short Term Disability Insurance
* 100% Employer-Funded Employee Assistance Program (healthcare and dependent options)
* Employer-provided life insurance
* Discounted On-Campus Dining Meal Plans
* Nationwide Pet Insurance
* Flexible Spending Accounts
* 403b Retirement Plan
* Wellness Center
* Eligibility based on meeting required service period
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