Online Student Support Specialist

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Job Title:
Online Student Support Specialist

Department:
Ohio State Online | Distance Education

Reporting to an Ohio State Online Reenrollment leader, the Online Student Support Specialist will lead and serve as the expert on their assigned population of students by understanding where they stand in program progression to graduation, how their population is performing in term-over-term retention and persistence, being the administrative and logistical support to students, and being the key liaison, or a co-liaison with the advisor, to Ohio State outside of program faculty.

The Online Student Support Specialist will be responsible for actively engaging and selling their student population on reenrolling in courses each semester until they graduate. This person will be someone who understands the importance of student success support for encouraging online students’ persisting to graduation and that degree completion will enable the career advancement, change, or personal achievement that the online student desires. This person will use a consultative approach to build friendly, professional relationships with new and returning students from first term through to graduation to provide administrative and logistical support.

There will be a required level of daily, semesterly, and year-round activities that each Online Student Support Specialist must deliver. The expectation is that each Specialist conducts a learning preparedness assessment with new students to gauge online program readiness and assist with any needed new student orientation needs. Along with these, the Student Support professional will have key performance measures for tracking retention benchmarks, re-engaging students who have stopped or dropped in prior semesters, graduation rates, and other measures relevant to online student success. Excellent customer service is a critical component of this role. All activity and notes will be captured in the CRM. Data tracking for the assigned population of students is a critical and important part of this role. As needs evolve, this person will help adapt processes and reenrollment materials to always ensure Ohio State is supporting and encouraging online student success.

The Online Student Support Specialist will work closely with a recruiting counterpart as prospects become students. This person will share, and sometimes lead, cross-functional communication on behalf of reenrollment with college partners, including offering qualitative feedback on what students are saying about different courses and professors. Collaboration and building relationships will be core to this person’s work.

Education and Experience

Required: Bachelor’s degree required. 3+ years in sales, recruitment, communication or related field. Experience in sales, customer service, communication, understanding data, and/or working cross-functionally within an organization. Broad knowledge and expertise in insides sales tactics and understanding of the student lifecycle.

Desired: Master’s degree in relevant discipline preferred. 5+ years of experience preferred. Experience in online higher education reenrollment/retention, working with nontraditional, online students throughout the student lifecycle, data analysis and tracking ability, and continuous selling of an expensive, service in a virtual environment preferred. Deeper knowledge and experience of the required areas.

Additional Information:

Career Roadmap

Function: Academic Administration

Sub-Function: Undergraduate Admissions

Career Band: Individualized Contributor - Specialized

Career Level: Senior - S3

Location:
Remote Location

Position Type:
Regular

Scheduled Hours:
40

Shift:
First Shift

Final candidates are subject to successful completion of a background check.  A drug screen or physical may be required during the post offer process.

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