Student Success Coach for Undergraduate Online Programs

Part-time career opportunity with potential for full-time!

COMPANY DESCRIPTION

InSource Services Group (ISG) is a proven and experienced Consulting and Managed Services company dedicated to improving student outcomes through exceptional support and service. Through a comprehensive suite of consulting, support services, and technology to meet student, educator, and customer support needs, ISG serves higher education institutions, K-12 institutions, charter/online K-12 institutions, online programs/ publishers, and education technology companies.

JOB DESCRIPTION

Position Overview:

The Student Success Coach is actively engaged with undergraduate online students through 1:1 meetings and wellness checks designed to proactively foster effective relationships and help students achieve their potential by supporting their academic goals and persistence, and for increasing institutional retention rates.  

In order to achieve defined objectives and to implement and maintain services in compliance with established guidelines, the Success Coach must have a flexible Monday through Friday schedule and be available during university office hours, be willing to work some evening and weekend hours, and to adjust schedule as needed to best meet student needs and availability.  

The Student Success Coach reports to the Director of Student Success and works closely with other campus staff and administrators for providing responsive high quality services and programs. The Success Coach works through a virtual work environment.  

Target Salary: $19 - $21/hour

Essential Duties and Responsibilities:

• Develops personal and collaborative relationships with students by maintaining regular contact with the use of multiple communication platforms (e.g., phone, email, instant messaging, and Zoom meetings) to provide coaching around academic programs, career planning, time management, study skills, and academic technologies, and to keep students connected with campus resources
• Collaborates with students to identify barriers, determine solutions, and leverage resources by encouraging students to take an active role in their learning
• Collaborates with on-campus departments to assure that students receive support related to financial aid, academic advising, general student support services and other campus resources  
• Helps students to demystify college/university policies and procedures  
• Tracks conversations and interventions with students; responds to requests for information and/or analysis
• Participates in new student orientation sessions   
• Collaborates with internal and external personnel for implementing and maintaining assigned services and programs  
• Leverages data analytics to proactively support students who may be displaying at risk factors  
• Prepares and maintains progress, conversion, and related reports on a weekly basis
• Performs other related duties as assigned to ensure efficient and effective functioning of the Student Success team

Knowledge, Skills and Abilities:

• Must have a strong work ethic and be self-motivated, enthusiastic, personable, assertive, dependable, and able to work independently and as a member of a team
• Ability to recognize, understand, and address risk factors that impact students from achieving their academic goals
• General knowledge of enrollment management and retention best practices, and the ability to apply them to an adult learning environment
• Knowledge of academic and business workings of a higher education institution
• Ability to establish and maintain cooperative working relationships with faculty, staff, and students and to work independently under broad organizational policies
• Demonstrated excellent customer service skills
• Utilize resources as required to perform daily expectations of serving students   
• Must possess highly effective telephone, written and verbal communication skills
• Proficient with Microsoft Word and other applications in the Microsoft Office suite, G Suite cloud computing; demonstrated experience with LMS, SIS, and CRM platforms; familiarity with video conferencing; ability to learn new systems quickly
• Demonstrated interpersonal skills to interact with diverse constituents and to provide high quality support and customer service to students
• ​Professional experience with problem solving and conflict resolution
• Working knowledge of federal regulations such as Family Education Rights and Privacy Act (FERPA), and Americans with Disabilities Act (ADA) as it relates to student accommodation
• Keen attention to detail; strong analytical and critical thinking skills
• Work well under pressure by setting priorities, adapting quickly to changing work priorities, and meeting deadlines

MINIMUM QUALIFICATIONS

• Bachelor degree from a regionally accredited higher education institution
• 1-3 years directly related experience, preferably in a higher education institution setting providing 1:1 and group student support

Preferred Qualifications

• Experience working with students in nursing or healthcare academic programs
• Understanding of counseling/student development theories and ability to apply theory in practice with students
• Experience working with online learners

WORK ENVIRONMENT

This position is through a virtual work environment. Our employees enjoy the freedom and flexibility of working from home. Even though our teams are spread across the country, we utilize a wide variety of collaboration tools that bring us together and foster teamwork, community, and collaboration as good as, if not better than, most onsite work environments.

Requirements for success in a virtual work-at-home role include:

• Work space – Must be able to provide a dedicated, confidential work space which includes a door that can be closed for privacy
• Multitasking – Ability to navigate or toggle many screens and maintain chat conversations simultaneously
• High speed internet – Must provide employee-paid, high speed internet service (5MB or higher connection speed); no dial-up or satellite dish connections
• Must have a working desktop or laptop that is supported by Mac or Windows operating systems

APPLICATION DEADLINE: February 1, 2019; 11:59 PM EST  

Apply by providing a letter of interest and current resume that includes at least three professional references. Only complete applications will be considered. Applications received after the deadline will be considered for future opportunities.

BENEFITS 

InSource Services Group offers a comprehensive set of employee benefits including paid vacation and holiday time, Life, Dental and Health care options.  ISG, as a work from home model, also provides flexible hours and accommodations to ensure a work-life balance.

InSource Services Group, LLC is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, or any other protected factor.