Open to Current Boundless Learning Employees, North America
At Boundless Learning we are empowering our customers to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalized, learner-centric experiences that boost access and create economic mobility. At Boundless Learning you'll have the opportunity to collaborate with passionate, diverse teams, where your ideas are valued, and your expertise is respected. Join us on this meaningful journey towards transforming education and making a lasting difference in the lives of learners worldwide.
Our Student Success team delivers best in class student support with the aim of achieving the highest levels of student satisfaction and enrollments from one module to the next. Our Student Success team delivers high-quality support to students from initial enrollment and throughout their study journey, as they progress towards successful completion of their chosen program. Our Student Success Advisors have the highly rewarding experience of becoming an extension of the university partnership they work with and being an expert in supporting students on the programs they work with. The team is attractive to those people who want to work in a higher education environment, speak daily with students from around the country, many with very interesting life stories and diverse backgrounds.
About the Job:
Highly organized and self-motivated, you will be someone who enjoys working with people in a customer service/account management capacity. You will demonstrate great customer service, be an effective team player and be driven to achieve retention targets while delivering outstanding student support to your student base.
A Student Success Advisor embodies our values, acts with agility, and enjoys working in an environment whereby they are having regular interactions with people, building strong and meaningful relationships. Reporting to the Manager, Student Success, the Student Success Advisors work both independently on their student caseload but collaboratively to inspire their peers, displaying excellent customer service and high levels of active listening through motivational student coaching, support, and guidance.
Key Responsibilities:
Deliver prompt response rates and high levels of proactive outbound communication to provide comprehensive non-academic information, advice and guidance while balancing support. Key communication methods include phone, email, and SMS
Consistently achieve personal student retention targets, alongside achievement of high levels of student
Actively promote continuous study to achieve graduation in a timely manner, identifying students at risk of failing to achieve their study goals and providing effective interventions alongside recognizing opportunities to increase student engagement
Enthusiastically re-engage students who are taking a break from study, ensuring they remember their original goals while remaining well informed, supported and a part of their online study community to minimize student withdrawals from programs
Act as a program specialist, ensuring extensive knowledge in a particular curriculum area in addition to university policies, regulations, and support services, utilizing online tools and resources to meet individual students’ requirements
Welcome new students to their program efficiently while building rapport and demonstrating high levels of knowledge and pastoral support to prepare students for the rigors of their academic program and setting students up for success in their chosen program
Develop and maintain relationships with a student base, remaining committed to delivering high levels of support as students navigate the complexities and challenges of online study from acceptance to graduation of their chosen program.
Establish and maintain excellent relationships throughout the Student Success team, sharing knowledge and experience to ensure a high standard of service is maintained
Help to develop effective processes to ensure a proactive approach to student support, progression, and retention
Maintain detailed and accurate student records on our customized Salesforce CRM system, recording data and student communication accurately to monitor student cases, progress, and resolutions.
Act as an ambassador in representing the North American Student Success team on projects to evolve the team approach and student support
Be a supremely positive advocate for change
Demonstrate our Boundless Learning Values and act as a Brand Ambassador
Qualifications:
4-year degree from an accredited institution and/or appropriate combination of education and significant experience
An effective team player who is driven to their own success and the success of the students
Experience building relationships with customers/students and internal stakeholders
Experience with customer/student centric processes and support levels
Excellent written and oral communications skills
Proficiency with Microsoft Office and IT Systems
Ability to communicate and collaborate with people from a diverse range of cultural, educational, and professional backgrounds
Ability to work flexibly with some late night and weekend coverage
Proven experience achieving on target results in a customer service role
Higher Education experience and/or Knowledge of the Higher Education industry
Experience in Salesforce CRM
Requirements: This position is based full-time in one of our Boundless Learning offices
