Student Services Specialist I (Online Student Success Coach)

Department: Location: Belknap Campus Time Type: Full time Worker Type: Regular Job Req ID: R109184 Minimum Requirements: Bachelor's degree in a related field or an equivalent combination of education and experience. Grade 3 (Hourly) Position Description: The Online Learning Team of the Delphi Center for Teaching and Learning at the University of Louisville is hiring two Online Student Services Specialists, who will serve as student success coaches . This is a full-time position with a 37.5-hour regular workweek. Working hours will be scheduled as a combination of weekdays, evenings and Saturdays based on business needs to support online student engagement and service delivery. This position’s team is based on the Belknap Campus; however, this job is primarily remote . The selected candidate should reside in or near Louisville, KY , as occasional on-campus attendance will be required for intermittent training, departmental meetings and in-person collaboration. The Student Services Specialist is the primary point of contact for undergraduate students in the University of Louisville’s online programs, partnering with them throughout their academic journey to support persistence, completion and overall success. This role involves providing personalized coaching, guidance and resources to enhance student experience, while fostering a sense of belonging and community. The Specialist builds strong relationships with students, monitors progress and connects them with academic and support services to ensure they have the tools and support needed to meet their academic goals. The ideal candidate demonstrates a student-centered approach, strong communication skills and the ability to collaborate across departments. Key responsibilities include providing personalized support to online students, collaborating with academic and support units to connect students with necessary resources, promoting a sense of belonging and community for online learners, tracking communications and identifying trends, supporting continuous improvement efforts and maintaining institutional knowledge and training and mentoring new Student Services Specialists. Essential Duties and Responsibilities: Provide personalized support to a caseload of online students by serving as a reliable point of contact, maintaining regular communication through email, phone, or virtual platforms, and offering one-on-one coaching to help them set goals, develop time management skills, navigate challenges and achieve academic success. Identify at-risk students and implement proactive interventions to address barriers, collaborating with academic and support units to connect them to resources such as advising, tutoring, career services, financial aid and mental health support, ensuring access to tools that promote persistence and degree completion. Implement student engagement strategies that promote participation in the online learning community and strengthen connection to the institution and build a sense of belonging. Maintain accurate student records and understanding of university policies, student support services, and online program requirements. Provide feedback on student needs and experiences to support continuous improvement and student success objectives. Contribute to onboarding, training, and ongoing peer mentoring to ensure consistent coaching practices across the team. Preferred Qualifications: Experience in higher education student services or student success roles supporting student coaching, advising or retention initiatives. Experience working with online students or in an online education setting Familiarity with student information systems (e.g., PeopleSoft), learning management systems (e.g., Blackboard) and customer relationship management systems. Strong interpersonal and communication skills Knowledge of student success strategies, student-centered support practices and caseload management Proficiency in Microsoft Word, Excel, and Office 365 Competencies: Relationship Building & Student Engagement - Build trust, rapport and ongoing engagement with students to support motivation, retention and a sense of connection to the institution. Student Support and Academic Navigation - Guide students through academic systems and connect them to appropriate resources (advising, tutoring, financial aid, etc.) to support persistence and completion. Communication Skills – Demonstrate clear, compassionate, and effective communication, both written and verbal, to connect with students of diverse backgrounds. Case Management, Organization, and Time Management – Manage a student caseload effectively, maintain accurate records, prioritize outreach and ensure timely follow-up and documentation. Data-Informed Practice and Continuous Improvement - Interpret student data and engagement trends to identify at-risk students, inform coaching strategies and contribute to process and service improvements. Technology Proficiency and Systems Navigation – Display comfort and adaptability using LMS, CRM, advising systems and digital communication tools to support student tracking, outreach, and service delivery. Collaboration and Knowledge Sharing - Work effectively across departments and contribute to onboarding, training and mentoring efforts to ensure consistent and accurate student support practices. Motivational and Empowerment Techniques – Use coaching techniques like motivational interviewing and goal setting to help students stay motivated and achieve milestones. Crisis Intervention - Ability to recognize and respond to signs of student distress and refer them to appropriate resources when needed. Work Hours and Location This is a full-time position with a 37.5-hour regular workweek. Working hours will be scheduled as a combination of weekdays, evenings and Saturdays based on business needs to support online student engagement and service delivery. This position’s team is based on the Belknap Campus; however, this job is primarily remote . The selected candidate should reside in or near Louisville, KY , as occasional on-campus attendance will be required for intermittent training, departmental meetings and in-person collaboration. Please include a cover letter and three professional references with your resume, combined as one PDF document. Targeted hourly wage is $21.02/hour. Compensation will be commensurate to candidate experience and aligned with the designated position grade. We are unable to sponsor or take over sponsorship of a work visa for this position. The Delphi Center for Teaching and Learning: The Delphi Center for Teaching and Learning seeks candidates who value teamwork, customer service and excellence. As a teaching and learning center, the Delphi Center provides direct feedback on a regular basis to all employees through the lens of a growth mindset. The Delphi Center is driven by data, sound processes, and excellence, and is always seeking and giving feedback on one another’s work. The Delphi Center is committed to creating campus environments that support the success of all students and employees. We believe that employees who feel valued and respected will create policies, programs, practices, research agendas, and services that effectively meet the needs and exceed the expectations of our student populations. The Delphi Center encourages candidates to apply who have demonstrated the capacity to create supportive work environments, collaborate effectively on teams, and serve the students we admit and aim to attract. Compensation will be commensurate to candidate experience. Equal Employment Opportunity The University of Louisville is an Equal Employment Opportunity employer. The University strives to provide equal employment opportunity on the basis of merit and without unlawful discrimination on the basis of race, sex, age, color, national origin, ethnicity, creed, religion, disability, genetic information, sexual orientation, gender, gender identity or expression, veteran status, marital status, or pregnancy. In accordance with the Rehabilitation Act of 1973 and the Vietnam Era Veteran Readjustment Act of 1974, the University prohibits job discrimination of individuals with disabilities, Vietnam era veterans, qualified special disabled veterans, recently separated veterans, and other protected veterans. The University acknowledges its obligations to ensure affirmative steps are taken to ensure equal employment opportunities for all employees and applicants for employment. It is the policy of the University that no employee or applicant for employment be subject to unlawful discrimination in terms of recruitment, hiring, promotion, contract, contract renewal, tenure, compensation, benefits, and/or working conditions. No employee or applicant for employment is required to endorse or condemn a specific ideology, political viewpoint, or social viewpoint to be eligible for hiring, contract renewal, tenure, or promotion. Consistent with applicable law, demographic information is collected for aggregate reporting requirements. Demographic information provided through this application is not available to hiring managers/committees and is not considered in hiring or employment decisions. Assistance and Accommodations Computers are available for application submission at the Human Resources Department located at 2315 South First Street Walk, Room 02C - Louisville, Kentucky 40292. If you require assistance or accommodation with our online application process, please contact us by email at [email protected] or by phone 502-852-6258.