Location: Bowling Green, KY
Category: Staff
Job Type: Full-time
Posted On: Wed Jul 29 2026
Job Description:
Position Summary
The department is currently seeking applications for two Coordinators who will serve as the primary point of contact for prospective and newly enrolled online students, guiding them from initial inquiry through enrollment, onboarding, and transition into academic advising and ongoing student support. The position provides personalized coaching, coordinates outreach and orientation efforts, assists students in navigating university processes, and collaborates with campus partners to promote student persistence and success. This role also supports On Demand operations and contributes to data collection and continuous improvement initiatives related to online student recruitment, enrollment, retention, and completion.
Essential Duties
Recruitment, Outreach, and Enrollment (40%)
- Serve as the primary point of contact for prospective online students from inquiry through enrollment.
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Communicate with prospective students via phone, email, text, and virtual appointments to answer questions and guide them through the admissions process.
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Utilize Slate CRM to manage prospective students, monitor recruitment pipelines, and ensure timely follow-up.
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Conduct targeted outreach campaigns to engage prospective and inactive students.
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Assist students with admissions, financial aid, residency, tuition, registration, and university policies.
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Participate in recruitment events, information sessions, webinars, and outreach activities promoting WKU Online programs.
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Support the development and implementation of virtual recruitment initiatives.
Student Onboarding and Success Coaching (35%)
- Provide individualized coaching and transition support for newly admitted and continuing online students.
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Coordinate the Orientation for Online Learners, monitor completion, and assist students with next steps toward enrollment.
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Connect students with advising, academic support, tutoring, disability services, financial aid, military services, career services, and other campus resources.
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Monitor student engagement and proactively reach out to students demonstrating academic or enrollment risk.
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Support student engagement through virtual programming, online communities, and student success initiatives.
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Collaborate with advisors, Online Coaches, and Academic & Career Development Center staff to ensure smooth transitions throughout the student experience.
On Demand Student Services (10%)
- Assist students with registration, enrollment changes, refunds, transfers, tuition reimbursement[1], and enrollment verification.
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Support On Demand students and faculty by responding to inquiries and coordinating appropriate services.
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Assist with On Demand registration during peak periods.
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Coordinate specialized services for distance learners, including WKU IDs and other student support processes.
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Provide assistance with proctored testing services and occasional evening or weekend retention events.
Data Management and Operational Support (10%)
- Track recruitment, onboarding, coaching, and student engagement activities.
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Prepare reports related to recruitment, enrollment, retention, and student success.
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Maintain student databases and CRM records to ensure data integrity.
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Assist in evaluating outreach initiatives and recommending process improvements.
Collaboration and Continuous Improvement (5%)
- Collaborate with the Assistant Director, Online Learning Operations and campus partners to enhance online student services.
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Assist in developing virtual resources, tutorials, and student communications.
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Stay current on best practices in online student recruitment, on boarding, and student success.
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Working to move the payment, refund, tuition reimbursement out of Online Learning and into the full-time tuition model as managed by Billings.
Job Requirements:
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Bachelor's degree
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Prior experience providing customer support
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Demonstrated expertise in data tracking and reporting
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Demonstrated understanding of Blackboard or other learning management system
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Must have a valid driver's license
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Involves sitting for long periods of time and extensive computer usage
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Employee may be required to attend meetings and conferences and participate in events on-campus and off-campus
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This job will be in-person with the opportunity to work hybrid after training has been completed
Additional Information:
Hourly Range: $17.52 - $18.38
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, may contact the Office of Institutional Equity at 270-745-5121 for assistance. To report concerns related to WKU's Discrimination and Harassment Policy, No. 0.2040 and/or WKU's Sex and Gender-Based Discrimination, Harassment, and Retaliation Policy, No. 0.2070, please complete the Discrimination, Harassment, and Retaliation Reporting Form. Additional information regarding Title IX, including contact information for the Title IX Coordinator and reporting options, is available on WKU's Title IX website.
Information concerning educational programs offered by WKU are provided at: https://www.wku.edu/academics/
For information related to job postings, application status, or the hiring process, please email [email protected].
