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Success Coach

Community: Blackboard Student Success
Location: United States
Date Posted: Nov 22, 2021
Remote: Yes
Travel Requirements: None

Job Description

Description

Success Coach

Remote - US 
 

 

Blackboard Student Success is hiring for remote, work from home opportunities with immediate availability. 

 

Students today are juggling more than they ever have.  Balancing school with careers, families, and military service can be overwhelming and lead to delaying or discontinuing their educational plans.  Success Coaches support students who may be at risk by connecting with them, discussing their current situation and obstacles, providing action plans to overcome the obstacles, and refer resources that can help their situation. Coaches also assess the student’s willingness and progress on next-term registration to ensure a high number successfully persist. This is a remote based position with a high quantity of telephone outreach and follow-up required daily. Coaches are responsible for achieving quantitative and qualitative goals related to candidate interactions, case management, and retention rate.

 

 

Our coaching teams serve as a seamless extension of the colleges and universities they serve. As a representative of our higher education clients, you will engage with students and collaborate with on-campus staff to achieve institutional goals.

 

 

Position responsibilities:

  • Connecting with students who are potentially at risk of not completing their current course(s) as identified by predictive analytics technology
  • Responding to inbound requests for information to achieve prompt contact with students and managing follow-up outreach via phone and email
  • Leading a consultative coaching conversation to identify the true drivers of the risk, the student’s awareness of the risk, the student’s willingness to overcome the obstacles, and their plan to take the necessary actions
  • Consistently conducting follow-up meetings with applicants to ensure progress toward recommended action steps
  • Collaborating with on-campus departments to assure students receive support they need related to financial aid, orientation, academic advising, and tutoring, and career counseling
  • Staying current on school’s procedures, policies, etc. to ensure potential students have current and accurate information. Communicate any changes as needed
  • Recording all communication and contact data on a timely basis with accuracy including detailed notes into the Customer Relationship Management tool provided (Salesforce)
  • Meeting department goals for phone productivity, contact rate, cohort retention rate, call quality, customer satisfaction, customer loyalty, attendance, and schedule adherence
  • Ensuring compliance and adherence to ethical standards related to student recruitment practices

 

 

The Candidate:

Requirements:

  • Minimum of 2-4 years customer service and/or sales experience, preferably in an educational environment
  • Demonstrated ability to meet or exceed established performance goals/key success metrics
  • Experience in sales, marketing, and/or customer service
  • Proficient in using communication technologies, including databases, email, phone and instant messaging.
  • Must be able to receive and set up equipment and be able to work in a quiet, distraction-free environment
  • Must have a reliable, hard-line internet connection
  • Your home workspace must have DSL or Cable Internet that is hardwired into a modem/router via Ethernet 
  • Minimum download speed 10 Mbps. Minimum upload speed 5 Mbps and Ping less than 100 ms (Dial up, Wireless, or Satellite internet service cannot be used) 

 

 

Qualifications:

  • High school diploma
  • Coachable – accepts and implements feedback
  • Possesses an interest in helping others achieve their educational and career goals
  • Highly effective written and oral communication skills
  • Demonstrated ability to influence and negotiate successful results
  • Strong relationship building capabilities through various methods including, phone, email, and text
  • Strong interpersonal skills with faculty and student populations
  • Personable, enthusiastic, assertive, dependable, and self-motivated
  • Must be able to adapt quickly in a changing work environment
  • Strong multitasking and analytical skills
  • Must be willing and able to work some evening and weekend hours and be flexible to adjust schedule as needed to best meet student needs and availability

 

 

Preferred skills/qualifications:

  • Bachelors degree, or combination of relevant experience and some secondary education
  • Experience serving in a higher education institution

 

 

The Opportunity: 

We’re looking for a Success Coach to help us push the boundaries of what education can offer through the power of technology. Education is our passion, and our team members bring that to work each day as they aim to advance learning in every region of the world. Blackboard is the world's leading education technology company, providing dynamic products and services to the global education community. We’re focused on driving innovation in EdTech and working with our clients to create a smarter learning environment.     

 

 

At Blackboard, we believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices, but who we are as a company.  

 

 

For more information about Blackboard Inc. and our career opportunities, please visit www.blackboard.com.   

 

 

Blackboard Student Success brings virtualized support and technology enabled solutions to the world’s most progressive institutions. We provide IT Help Desk and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning. Our platform gives institutions an efficient, financially sustainable way to deliver services through the enrollment and learning process. Our goal is to build a better education experience for everyone by extending institutional resources to meet the growing demands of learners.  

 

  

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.    

 

 

Blackboard 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, gender identity/expression, protected military/veteran status, or any other legally protected factor.   

 

 

This position is available for candidates residing in the following states: AL, AR, FL, GA, IN, KY, LA, MI, MO, MS, NC, NM, NV, OH, OK, PA, SC, TN, TX, WI, WV   

 

 

 

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