Essential Duties and Responsibilities

• Responsible for the daily running of the Student Services Department.
• Safety and Risk Management
  • Single point of accountability for medical screening at COBS.
  • Trains new medical screeners, ensures screening materials are up to date, ensures all medical screening policies and materials follow national safety standards.
  • Works with COBS Medical Director, Mental Health Advisor, and Safety Director to review student applications that are outside of local and national screening guidelines.
  • Holds family liaison role in COBS Emergency Response Plan as needed
• Supervise Student Services Staff.
  • Hire, train and develop full-time and seasonal department staff, providing on-going feedback and an annual performance reviews.
  • Manage Course Advisors weekly schedule to ensure adequate department coverage, emergency on-call coverage and approve paid time off schedule and timecards.
  • Audit Course Advisor calls, review and coach for maximum professionalism and quality.
  • Train Student Services staff to participate in COBS Emergency Response Plan.
• Collaborate with OBSG and OBUSA
  • Work with OBSG staff and OBSG Admissions Directors to maintain consistent policies and procedures across OBSG system
  • Participate in OBUSA medical screener’s meetings and calls to update national policies and screening guidelines.
• Database Management (Salesforce)
  • Maintain accuracy of student database information.
  • Build reports on student information to assist Marketing and Development staff with their communications and strategies.
  • Export financial data and distribute to Supervisor/Finance Director on a monthly basis.
  • Ensure credit card records are maintained to industry standards.
• Customer Service Management
  • Ensure that all online applications, emails, voicemail, texts and payment issues are fulfilled within a timely manner.
  • Assist potential students with course selection and enroll participants for course, execute accurate data entry in accordance with OB enrollment procedures.
  • Ensure accurate, up-to-date materials are distributed, including student, web and marketing materials as course descriptions, packing lists and travel documents, course schedule information such as course start and end times, start and end dates, and course numbers.
  • Work with Director of Admissions, local and national marketing staff to promote specific courses that are not enrolling to expected student numbers.
  • Ensure that materials delivered to base camp are accurate and complete, with thorough notes and relevant information on all students.
  • Process payments, transfers, cancellations and refunds in a timely manner while maintaining accurate information in our database.  
• Provide exceptional customer service to potential and enrolled students and families. Handle customer complaints as needed.
• Monitor specifics of individual course enrollment; compile and assemble applicant information.
• Participate in other duties as assigned

Knowledge and Skills

• Familiarity with Outward Bound philosophy and the activities and course areas of the Colorado Outward Bound School.
• Wilderness First Responder or other medical certification a plus.
• Excellent Salesforce skills, including building processes and workflows
• Well organized with attention to detail.
• Ability to problem-solve, prioritize, and multi-task successfully.
• Great communications skills, both written and verbal.
• Ability to develop positive, productive relationships with students and their families, Outward Bound staff, and base camps.
• Customer Service management experience, telephone skills, and solid computer skills: MS Word, Excel, database and email experience.
• Self-starter, strong initiative and ability to work with minimal supervision.
• Must work well in a team environment and excel under pressure.

Education and Work Experience

• High school diploma or equivalent required.
• Background in a medical and/or mental health-related field beneficial.
• Prior experience managing customer service team
• Prior experience in Salesforce administration

Compensation and Benefits

• Non-Exempt, benefited position.
• $19.50-24.03 DOE