(Remote) Online Admissions Coach- Wvu Online

Description
The Department of Online Programs at West Virginia University is currently accepting applications for an Online Admissions Coach.
About the Opportunity
The Online Admissions Coach is a professional position that provides an enhanced level of coaching support to prospective and current WVU Online students. He/She/They will deliver support for students at all program levels (graduate, undergraduate, certificate, and non-credit programs), and will be knowledgeable in all aspects of the student experience to include: recruitment, enrollment, coaching, student services, academics programs, and retention. Working collaboratively with teams of professionals and with academic program partners, the Online Admissions Coach will use enhanced coaching methodologies to develop ongoing coaching relationships with prospective and current WVU Online students to provide early integration, ongoing support, degree progression, and goal completion. Anticipated hours for this position will be M - F from 8:00 a.m. - 5:00 p.m., and will work evenings, nights and weekends as needed. Travel may be required occasionally for this position, including some overnight stays. The position will be fully remote.
We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:

• 37.5-hour work week
• 13 paid holidays (staff holiday calendar)
• 24 annual leave (vacation) days per year
• 18 sick days per year (for when you're ill, for when you need time to care for sick family, for your own, or your family's, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
• WVU offers a range of health insurance and other benefits (this position is a benefits-eligible non-classified staff position)
• 401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ's.
• Wellness programs

What you'll do:

• Utilize multiple methods of communication (e.g., phone, email, video, social networking sites) to engage with prospective and current WVU Online students to provide accurate and timely information and coaching support to students from inquiry to initial enrollment through successful completion of programs, including but not limited to: recruitment, admissions, residency, orientation, new student requirements, funding resources and financial aid, program requirements, registration/enrollment, payment processes, disability resources, testing accommodations, ongoing success/retention, and graduation.
• Maintain a case roster of students in the customer relationship management system TargetX/Salesforce; tracks student engagements; assist with developing and presenting reports and data; sends weekly program updates.
• Apply enhanced coaching methodology while performing outreach and ongoing coaching support to inquiries and current students through various modalities, such as email, phone, and Zoom.
• Act as the "concierge" to assist adult students in navigating the University's various systems so students will have positive, educationally fulfilling experiences and outcomes. Assist students with defining time commitments and other skills to be successful.
• Assist with program enrollments and serves as a consultant to enrollment coordinators and faculty and staff regarding student enrollment, including assisting with enrolling students, processing overrides and removing holds, provides outreach to students during the registered-not-paid process, and troubleshooting enrollment issues on behalf of department enrollment staff, whenever appropriate.
• Serve as the liaison to assigned online academic programs to ensure students have a connective experience and a seamless transition once they begin the application and enrollment process. Communicate with the academic program coordinators frequently about the program, students, website, information sessions, and more.

Qualifications

• Requires a Master's degree in Higher Education, counseling, communications, psychology or related field. Bachelor's and Equivalent experience and education will be considered
• At least 6 months experience:
  • Working with nontraditional and adult learners in an online environment.
  • Working with undergraduate and graduate students.
  • Serving as a college admissions counselor, or similar admissions role.
  • Serving as an academic advisor or counselor, or similar capacity.
  • Using a student information system and customer relationship management system (TargetX/Salesforce preferred).
• Excellent grammar in oral and written communications;
• Possess a demonstrated sensitivity to the needs and concerns of a diverse student population;
• Experience working with adult learners, nontraditional students, transfer students, and online students;
• Be student-centered and have a strong sense of responsibility for student success;
• Call center, recruitment, and/or customer service background;
• History of using a CRM to manage student, client, or customer interactions;
• Knowledge of college admissions and financial aid
• Have the ability to be resourceful in finding answers to questions and guiding students to campus resources
• Detailed-oriented and well-organized;
• Have strong prioritization, time management, and follow-through skills;
• Possess excellent interpersonal, writing and presentation skills;
• Be comfortable using multiple media to communicate, especially in the online environment;
• Ability to work collaboratively and independently in a rapidly changing environment;
• Have a positive attitude and passion for student success
• Initiative to exercise sharp critical thinking skills and sound judgment to problem solve independently within organization guidelines and policies;
• Creativity in coming up with ideas to improve service to students;
• Be an active listener and ask appropriate questions in order to suggest the right fit academic program to each student
• Ability to discern appropriate level of communication with multiple audiences and maintain confidentiality around complex and sensitive issues to be in compliance with applicable ADA, FERPA, SEVIS, and other applicable state, federal, University guidelines;
• Comfortable operating in a fast-paced work environment, with demonstrated ability and comfort to handle multiple tasks and projects;
• Devotion to positive customer service model; able to effectively integrate online and in-person services to students;
• Sound proficiency use Microsoft Office Suite tools products;
• Flexibility in work assignments and work hours to include evenings, night and weekends. Ability to travel on short notice with some overnight travel required.
• Ability to travel including occasional overnights, to attend WVU Online events and conferences.

Valid Driver's License. Travel is Required, including occasional overnights, to attend WVU Online events and conferences.