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Online Success Coach
Job Description
Online Success Coach
Full Job Description
Position Details
Position Information
Classification Title
MnSCU Academic Professional 1 – Student Services
Working Title
Online Success Coach
Hire Types
Staff
Division
Alexandria Technical & Community College
Department
Student Affairs
Unit
TransferAdvising
Location
Telework Position
FLSA
Non-Exempt
Full/Part Time
Full Time
FTE
Employment Condition
Unlimited
Work Shift
Work Schedule/Hours/Days
This is a telework position. A reliable, high-speed internet service is required.
Monday 10-6:30; Tuesday 9-5:30; Wednesday 9-5:30; Thursday 11:30-8;
Monday 10-6:30; Tuesday 9-5:30; Wednesday 9-5:30; Thursday 11:30-8;
Friday 10-6:30
Posting Details
To receive guaranteed consideration, application materials should be submitted online by December 12, 2022. The search will remain open until the position is filled.
Salary Minimum
$21.43
Salary Maximum
$31.00
Salary Type
Hourly
Bargaining Unit/Plan
214, MAPE
Job Description
- Provide direct services to students, Veterans, and clientele by assessing interests, questions and concerns via phone, web chat and email as part of the Distance Minnesota consortium, LinkVet, and other auxiliary partners.
- Manage inbound communication channels, respond to inquiries from prospects, students, Veterans, and others, and provide information and advising via phone, online chat, email, online meeting software and other electronic means.
- Monitor, and recommend content updates, knowledge management system structure change suggestions, and support process improvements in designated focus areas.
- Assist with the recruitment and retention of new, returning, and transfer students to the Online College in the High School (OCHS) program.
Required Qualifications
- Baccalaureate, or a military career path that includes Officer (O-1) or Chief Warrant Officer (CWO) or Enlisted (E-6), or a minimum of 4 years of combined education with work experience involving analytic reasoning sufficient to advise students, Veteran, or others on strategies for resolving complex problems or achieving educational or other goals.
- Ability to employ LEADRRR philosophy (i.e., listen, education, ask, discuss, reflect, comment, refer).
- Ability to use policies, procedures, and other valid information to ensure compliant advice is provided to students, Veterans and other contacts.
- Skills in English sufficient to respectfully and diplomatically communicate with and elicit information about needs, problems and concerns from students, Veteran, or other customers, and to use business English grammar, spelling, and punctuation to update customer contact records, write and edit answers to popular questions published at customer portals and generate other written communications for customers.
- Skills with electronic records management practices sufficient to file and retrieve information from electronic repositories including the customer relationship management system, shared and private files stored in network locations, and student record and accounting systems.
- Skills in data entry and word processing sufficient to verify data accuracy, input data in specific fields, perform skilled typing tasks with speed and accuracy and to use software to create, format, edit, print, spell, and grammar check, and save a variety of data in contact record and document formats.
Preferred Qualifications
- Ability to calmly, respectfully, and effectively address common questions, atypical issues, controversial topics and potentially life-threatening situations in phone, web chat and email interactions sufficient to provide accurate information, elicit key information, deescalate customer anxiety and, when needed, connect customer with enhanced or crisis intervention services.
- Skills in using information access and advising tools common to the Minnesota State system and Minnesota Department of Veterans Affairs (e.g., CAREERwise, eServices, D2L BrightSpace, College Search, Transferology, Veterans Education Transfer System, LinkVet, etc.). Identify and recommend information, resources, and services relevant to address the information and advising needs of students, Veterans, and other interested parties.
- Skills in coaching or training sufficient for supporting co-workers on designated topics.
- Skills in obtaining and developing procedures to assist students, Veterans, and guide staff.
- Skills in operating multi-line phone, CRM, shared record systems, web-based software, and other electronic tools to provide efficient services.
- Skills in using and managing spreadsheets and databases sufficient to maintain precise records, perform searches and find relevant information to collect, compile, maintain and present data from multiple databases, and produce up-to-date reports.
Other Requirements
About
Alexandria College is constantly seeking to become a more diverse community and to enhance its capacity to value and capitalize on the cultural richness that diversity brings. The College strongly encourages applications from persons with diverse backgrounds.
Benefits Info
Benefits include health, dental, life insurance and retirement plan.
Posting Detail Information
Posting Number
F077P
Number of Vacancies
1
Re-posting
No
Desired Start Date
01/04/2023
Position End Date (if temporary)
Open Date
12/02/2022
Close Date
12/12/2022
Open Until Filled
Yes
Accept Applications
Yes
Special Instructions Summary
Posting Contact
Ruth Dickey (320) 762-4484; employment@alextech.edu
Equal Employment Opportunity Statement
Alexandria Technical and Community College is committed to legal affirmative action, equal opportunity, access and diversity of its campus community. ( http://alextech.edu/nondiscrimination)
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