Student Success Coach

Description

As a Student Success Coach, you are responsible for providing student support to American College of Education’s students. You are directly responsible for retention and outreach of an assigned student population and work collaboratively with Enrollment, Admissions, Registration, and Academics to ensure all questions or concerns are addressed. You provide technical support throughout the student life-cycle from enrollment though graduation.

Requirements

Who is American College of Education

Founded in 2005, American College of Education continues to be a leader in professional development through our online programs. The mission of ACE is to deliver high-quality, affordable, and accessible online programs grounded in evidence-based content, real-world experience and relevant application that places our students’ needs first.

ACE is a premier organization that is continually recognized for its commitment to social responsibility. In 2016, ACE became a Certified B Corporation. As a socially conscious institution, we believe we have a responsibility to our students, alumni, employees, local communities, and society. We strive to make an impact in the world that goes well beyond our bottom line.

Who You Are
You are passionate about helping students achieve their educational goals. You thrive in a competitive and collaborative team environment. You are comfortable working remotely and can effectively collaborate with others in a virtual environment. You possess a proven attention to detail.

As a Student Success Coach, you are responsible for providing student support to American College of Education’s students. You are directly responsible for retention and outreach of an assigned student population and work collaboratively with Enrollment, Admissions, Registration, and Academics to ensure all questions or concerns are addressed. You provide technical support throughout the student life-cycle from enrollment though graduation.

Compensation

ACE is committed to paying a competitive wage while staying true to our mission of maintaining high quality, affordable programs for our students. The starting hourly rate is $23.00, plus all full time employees are eligible for an annual bonus. Offers vary depending on education, prior experience, and expertise being applied to the role.

What We Look for in the Ideal Candidate

• Demonstrates self-reliance by meeting/exceeding workflow needs.
• Demonstrates positive attitude and motivation, concern for students, teamwork, and excellent time management skills.
• Follows established processes as outlined by organization and leadership.
• Completes assigned duties based on daily business needs and individual skill set.
• Consistently produces a high volume of quality work.
• Capable, and adapts as needed, to work under pressure and meet tight deadlines.
• Proven ability to work independently with limited supervision and with other department personnel.
• Must support and embrace the College’s B Corp mission to improve the people and communities we serve through our civic engagement initiatives.
• Must have exceptional communication, organization, and time management skills.
• Must be “self-motivated” as well as creative and efficient in proposing solutions to complex, time-critical problems.
• Must be collaborative in driving decisions and be a team-player.
• Must have proven analytical and problem-solving skills with a high attention to detail.
• Builds and maintains student satisfaction.
• Recognizes and anticipates student needs.

Day to Day Responsibilities

In this role you will wear different hats, but your skills will be essential in the following areas:

• Provides student support throughout the student life cycle from Enrollment through Graduation.
• Provides technical support associated with MyACE Portal, Canvas, ACE email, and the ACE mobile app.
• Accountable for onboarding activities for new and re-entry students.
• Directs students to financing options and assists with finance/payment related questions.
• Maintains proactive contact strategies with individual students to assist them with strategies for success at ACE.
• Responds to inbound student inquiries immediately and provides assistance to students with any program or success related questions or challenges.
• Maintains knowledge of programs offered, policies and processes to support the student life-cycle.
• Manages at-risk students and provides outreach and support.
• Accountable for the expectations outlined in the Student Success Coach Expectation Policy.

Qualifications and Education Requirements

• A Bachelor’s degree is required.
• Customer service experience required.
• Excellent presentation skills both verbal and written.
• Ability to develop professional rapport with students.
• Ability to multi-task and meet deadlines; displays a high level of accuracy.
• Knowledge of MS Office: Word, Excel, and Outlook.

Our Commitment to Employees

Just as we strive to empower our students for success, we also aim to enrich the lives of our employees. For 6 consecutive years, ACE was recognized as one of Indiana’s Best Places to Work, winning the #1 spot for medium-sized companies in 2020. In addition, ACE has earned national recognition, being named a USA Top Workplace in 2022, 2023 and 2024. As a virtual first organization, we celebrate diversity and are committed to creating a family-like inclusive work environment. For our full-time employees, we offer the following benefits:

• Medical, dental, & vision Insurance
• HSA and FSA options
• Paid parental leave
• Paid volunteer time
• Tuition reimbursement & reduction programs
• Generous PTO
• 401k and employer match
• Full-service wellness and EAP program
• Employee recognition and awards programs
• Employer paid life & AD&D insurance
• Short-term disability
• Employer paid long-term disability
• And more…

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to communicate with and receive communications from students and ACE employees in real time using online, phone and other electronic media.

Diversity

At American College of Education, we believe that the best learning environment for students and staff is one in which we encounter viewpoints and experiences that are different, yet complementary to ours. This environment is fostered by the presence of persons with diverse backgrounds. We recognize that acknowledging diversity is a necessary precondition, but sustained effort is necessary to ensure equity and greater inclusion. Through strategic planning and initiatives, we seek to develop programs that promote equity and inclusion for everyone so that all members of ACE’s community can reach their full potential. To create and maintain a truly diverse, equitable and inclusive learning community, we strive to make all feel equally valued, and we uphold our Commitment to Freedom of Expression. We may celebrate diversity, but we “live” inclusion.

Additional Notes

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Specific performance requirements are defined in the Student Success Coach Expectations Handbook. Duties, responsibilities, and activities may change at any time with or without notice.

Employees are increasingly integrating AI into their roles, demonstrating its potential to boost efficiency, accuracy, and productivity. By utilizing AI technologies, we can streamline processes, gain valuable insights from data, and automate routine tasks, which allows employees to concentrate on more strategic and creative aspects of their work. While AI is a beneficial tool in the workplace, if its use—such as ChatGPT, Grammarly, Copy.ai, etc.—accounts for more than 50% of any work assignments or job responsibilities, it will need to be reported to a direct leader.

Internet bandwidth speeds from an employee’s remote work location must be a minimum of 50Mbps download speeds and 5Mbps upload speeds. Please note if the bandwidth is shared across multiple devices (tablets, computer, streaming, phone, etc.) you will need higher overall speeds. You can test the speed of your connection by visiting speedtest.net Purchase, setup, installation, support, and ongoing maintenance of reliable internet service is the responsibility of the individual.

American College of Education seeks to attract and retain a diverse staff consistent with its diverse student body and surrounding communities. At this time we cannot consider candidates residing in Alaska, Washington D.C., Massachusetts, South Dakota, or Alabama.

ACE is an Equal Opportunity Employer.

The shift will be:

Monday – Thursday: 12 – 9 pm EST; 11 – 8pm CST; 10 – 7pm MST; 9 – 6 pm PST.

Friday: 10 – 7 pm EST; 9 – 6 pm CST; 8 – 5pm MST; 7 – 4pm PST.