SHCOE Academic Coach
Job Details
SHCOE - Pompano Beach, FL
Full Time
4 Year Degree
$34,400.00 - $43,000.00 Salary/year
No overnight travel required
Day/one night shift per week


Within the Academic Operations division of Smart Horizons Online Education (SHCOE), the Academic Coach serves as the main point of contact for assigned students and follows the SHCOE Student Engagement Model. The Academic Coach is responsible for monitoring student progress to ensure students are actively engaged in the program and on pace to graduate, working as a part of the academic operations team, and communicating effectively with other departments within the organization to ensure students’ needs are being met.


Duties and Responsibilities

Essential Functions

To perform this job successfully, an individual must be able to perform each essential function satisfactorily, including the following essential duties and responsibilities. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Other essential duties and responsibilities may be assigned.

  1. Handles various outbound phone, email and SMS campaigns related activity, pacing, and transcripts according to the Student Engagement Model schedule.
  2. Works closely with student service department and finance to support and resolve issues throughout student enrollment, withdrawal, and graduation processes.
  3. Handles student and partner calls in a manner that resolves student issues and overcomes objections related to lack of activity, pacing, or desire to withdraw from program.
  4. Establishes and maintains partner relationships through professional communication according to contract requirements.
  5. Maintains and audits student records including all communications, in accordance with accreditation requirements and Student Engagement Model.
  6. Monitors and tracks all student progress and contacts students in accordance with the Student Engagement Model.
  7. Provides academic support to students using email, phone, and virtual whiteboard discussions for career courses; directs students to academic support resources for core courses; documents all academic support needs utilizing academic support guidelines and processes.
  8. When necessary, escalates and follows up on issues related to student outcomes, curriculum, learning management system configuration, and interdepartmental communications.
  9. Meets and exceeds communication expectations outlined by performance based measures.
  10. Conducts online seminars and webinars as scheduled.
  11. Attends all scheduled meetings and engages with colleagues in a virtual setting.
  12. Responds to all telecommunications within 24 hours.
  13. Delivers communications in a professional manner that is in consistent with Smart Horizons core values.
  14. Performs any and all other duties, as assigned.


Non-Essential Functions

This job has the following non-essential duties and responsibilities.  Other non-essential duties or responsibilities may be assigned.

  1. Provides feedback about curriculum to support continuous improvement efforts.
  2. Participates in accreditation activities.
  3. Attends student graduation ceremonies.
  4. Contributes stories for SHCOE or affiliate blogs, newsletters or other company publication.
  5. Performs any and all other duties, as assigned.

Supervision Duties

This job does not have supervisory duties.

The employee’s supervisor makes assignments by defining objectives, priorities and deadlines, and assists the employee with unusual situations that do not have clear objectives. The employee plans and carries out successive steps and resolves problems and deviations in accordance with instructions, policies, and accepted policies. The supervisor reviews the work for technical adequacy and conformance with practice and policy.

Knowledge, Skills and Abilities

The requirements listed below are representative of the knowledge, skill, and/or ability required.


Performing the essential functions of this job requires knowledge of:


  • Principles, methods, and procedures to provide guidance and feedback needed to accomplish a task or solve a problem.
  • Principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
  • Human behavior and performance; individual differences in ability, personality, and interests; and learning and motivation.

Language Ability:

Using American English, ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write grammatically correct routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the company.

Math Ability:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

This job requires the use of spreadsheets, the Internet, navigation of the Internet and files, word processing, and databases. To perform this job successfully, the employee should have knowledge of and prior experience using Google Docs, Microsoft Word, Microsoft Excel, Google Sheets, SalesForce, and Five9, or the ability to quickly gain proficiency using listed software. An individual must have the ability to quickly gain proficiency using NexPort learning management system and NexPort Reporting Services reporting tool.


To perform this job successfully, the employee should have prior experience and proficient skills and knowledge of PC Workstations and Microsoft Windows or the ability to quickly gain proficiency.

Programming Languages Knowledge/Abilities:


Other Equipment and Tools:


Other Skills and Abilities:

To perform this job successfully, the employee:

  • Gives full attention to what other people are saying, takes time to understand the points being made, asks questions as appropriate, does not interrupt at inappropriate times, and conveys awareness.
  • Interacts with others in a way that gives them confidence in one’s motives and representations and those of the organization; is seen as direct and truthful; keeps confidences, promises, and commitments.
  • Interacts in a positive way with persons of various social, cultural, economic, and educational backgrounds.
  • Teaches others how to do something.

Work-Related Competencies

To perform this job successfully, the employee:

  • Determines own tasks, priorities, and goals.
  • Closely follows established processes and procedures.
  • Works effectively in situations with frequent workload changes and competing priorities.
  • Works without supervision and demonstrates considerable initiative.
  • Efficiently manages high volumes of inbound and outbound telephone calls.

Education/Experience Requirements


Bachelor's degree in Education, social services, or related field, from an accredited four-year college or university and 3 years related experience and/or training; or equivalent combination of education and experience.

Specialized Education/Training and Experience

Three to five years teaching experience

Certificates and Licenses

Teaching certification in post-secondary education preferred


No travel required.

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 sit, use hands, and talk or hear over 5 hours per day. Specific vision abilities required by this job include close vision (20 inches or less) while reading text and graphics on a computer screen.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The noise level in the work environment is usually quiet—library.

Other Requirements

  • The selected candidate will be required to authorize the Company to conduct a criminal background investigation and Social Security Number trace prior to hire.
  • The selected candidate will be required to authorize the Company to conduct a registered sex offender search.
  • The selected candidate will be required to authorize the Company to conduct a criminal background investigation, level 2 (fingerprints required), prior to hire.
  • All applicants must successfully perform a skills assessment.

The Company retains the right to add to or change the Job Description at any time.