Online Student Success Coach

Online Student Success Coach Fully Remote • Remote - ,, PA 17601 Apply Overview Position Type Professional Staff Category Student Services/Support Apply Description Job Summary: The Online Student Success Coach exists to be the primary point of contact for an assigned group of LBC online students. This role supports each assigned student by guiding their educational planning and progress, connecting them with resources that will maximize student success, proactively identifying and helping remove barriers, and responding to all types of issues identified by the student or by faculty that could impede student progress. The Online Student Success Coach uses a high touch approach, maintaining a wide network of connections and collaborating flexibly with faculty and with other Online Student Success Coaches to ensure that each students experience is maximized in a positive way. Remote Work: Yes Supervisory Responsibilities: None. Physical Requirements: Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. Personal Qualities: The desire to grow, develop, and mature, both spiritually and professionally. The ability to create and maintain a Christian professional atmosphere in all internal and external relationships. A spirit of cooperation and willingness to serve others. The desire and ability to disciple and mentor students. A professional appearance. Education and Experience: College experience (degree in progress), Bachelor's degree strongly preferred Experience in a professional atmosphere Previous experience in an advising setting Previous experience in a contact center Customer service/sales experience Required Skills/Abilities: Excellent verbal and written communication skills An understanding of proper interpersonal communication and phone etiquette Ability to work first and/or second shift hours, rotating Saturdays, and occasional overtime Ability to navigate and utilize a computer and software including, but not limited to, Microsoft Word, Excel, and Outlook Ability to work on a team and be self-motivated to set personal short-term and long-term goals Capability to represent the department and college in a professional manner Duties/Responsibilities: Provides exceptional customer service to our students and other institution employees primarily over the phone but also in email communication Expertly navigates all student issues to complete and accurate resolution, utilizing knowledge of Global online programs and institution policies and connecting students with the correct person or department when needed Builds rapport with students to provide them with a personal connection to the university and to enhance the potential for long-term enrollment retention Utilizes multiple systems and resources while working with students Supports students through thorough and timely communication. Identities and outreaches to at-risk students. Encourages students to complete all program requirements and helps escalate any student concerns. Coaches students through utilization of appropriate campus services such as meetings with faculty, tutoring, tech support assistance, workshops, and Financial Aid counseling. Provides coaching on student success practices and skills, such as time management, budgeting and self-efficacy. Administers coaching on relevant academic policies and processes. Coaches students through requests to take a Leave of Absence and ensure student returns successfully. Intervenes student requests to withdraw and coach towards continued enrollment. Meets term and annual retention goals. Reviews all paperwork and follows process workflow ensuring zero compliance discrepancies. Oversees compliance with organization and archiving of documentation in all systems. Track and contact assigned cohorts of students to inspire and motivate to maintain turning weekly documentation and participate in Canvas learning environment. Attend and engage in orientation, class sessions and other meetings as required. Implement proactive and creative orientation efforts per program (with the input of necessary stakeholders) Interact with Program Directors on student issues Deliver course and general academic advising (referring to Program Director when needed) Interface with Registrars Office for course add/drop or graduation audit needs Provide in-person or virtual support leading up to and during residencies Performs other related duties as assigned.