Online Student Services is seeking applicants for a full-time Online Student Support Coordinator. The Coordinator will deliver student services to support the success and retention of online learners. Additionally, the Coordinator will provide individualized coaching services to online students. The successful candidate will be a problem solver with attention to detail and an ability to think critically. This position reports to the Program Manager for Online Services.

Primary Duties and Responsibilities: The following duties are customary for this position, but are not to be construed as all inclusive. Duties may be added, deleted and assigned based on management discretion and institutional needs.

• Supports student success in online learning by providing coaching for targeted student populations including those enrolled in on demand courses and undergraduate, and graduate students who are enrolled in online learning courses, those who are struggling academically, and identifying applicable support services to assist the coaching students. (55%)
• Tracks and reports online support services engagement, student feedback, other data related to success coaching, and outreach efforts. (15%)
• Assist with emails and inquiries, by providing information about admission requirements, financial aid, tuition, registration, and online course and program requirements and more. (5%)
• Assist with specialized services for distance learners, including the development of tutorials and providing WKU IDs to online and regional campus learners. (5%)
• Assist in connecting students to the university through social networking opportunities, virtual events, and WKU CARES, an online community for online learners. (5%)
• Attend recruitment/info fairs to promote and advocate for online learning resources to target groups. (5%)
• Works with Program Manager and other team members to develop and maintain virtual and online support services. (5%)
• Assist with On Demand student registrations during peak times, proctored testing services, and special retention events that may be after-hours occasionally. (5%)
• Other duties as assigned

Knowledge and Skills Considered Essential for Success:

• Knowledge of needs of online learners and/or adult learners
• Must be detail oriented and possess effective team and partnering skills
• Must be able to act independently under general direction
• Strong customer service skills
• Strong organizational and note taking skills
• Excellent interpersonal skills
• Demonstrated ability to learn new technologies
• Excellent project management skills with ability to work on multiple projects and prioritize associated tasks
• General understanding of undergraduate and graduate requirements
• Knowledge of distance education/online learning
• Ability to actively listen and interpret needs of student(s)/customers to assist them accordingly
• Demonstrated understanding of the processes and procedures of WKU or other higher education institution
• Strong verbal, written, and computer-mediated communication skills
• Demonstrated ability to use Microsoft Office

• A Bachelor's degree
• Minimum two years of work-related experience
• Demonstrated expertise in data tracking and reporting
• Demonstrated understanding of Blackboard or other learning management system
• Must have a valid driver's license
• Involves sitting for long periods of time and extensive computer usage
• Employee may be required to attend meetings and conferences and participate in events on-campus and off-campus
• This job will be in-person with the opportunity to work hybrid after training has been completed

Hourly Rate: $15.13 - $17.18

Kentucky state law requires all public institutions of postsecondary education to conduct pre-employment criminal background checks to determine suitability for employment.

Western Kentucky University (WKU) is committed to a policy and practice of providing equal employment and educational opportunities to all individuals. In accordance with Title VI and VII of the Civil Rights Act of 1964, Title IX of the Educational Amendments of 1972, Section 504 of the Rehabilitation Act of 1973, Revised 1992, and the Americans with Disabilities Act of 1990, no form of discrimination or harassment will be tolerated at WKU on the basis of race, color, ethnicity, national origin, creed, religion, political belief, sex, sexual orientation, gender identity/expression, marital status, age, uniformed services, veteran status, genetic information, pregnancy, childbirth or related medical conditions, or physical or mental disability in admission to career and technical education programs and/or activities, or employment practices.

Persons with disabilities, who need reasonable accommodations to participate in the application and/or selection process, should notify the office of Institutional Equity. To request an accommodation, report a complaint, or ask questions regarding WKU's Discrimination and Harassment Policy (#0.2040), please contact Ms. Ena Demir, Executive Director/Title IX Coordinator via email at ena.demir@wku.edu or by phone at (270) 745-6867. Ms. Demir is also responsible for coordinating the University's response to complaints related to sex and gender harassment. Additional information regarding Title IX is accessible via WKU's https://www.wku.edu/titleix/ website.

Information concerning educational programs offered by WKU are provided at: http://www.wku.edu/atwku/academics.php

For information related to job postings, please email employment@wku.edu.