Student Service Coordinator

Queen's Student Alumni Association; Kingston; On-site; CAD 57,000 - 70,000; Full time

Job summary

An established educational institution is seeking a Student Service Coordinator to join their dynamic team. This role is crucial in delivering exceptional service to students, acting as the first point of contact for inquiries related to admissions, course enrolment, and student accounts. The ideal candidate will thrive in a fast-paced environment, demonstrating problem-solving skills and a keen attention to detail. This position offers an opportunity to make a significant impact on student success while collaborating with diverse departments. Join a forward-thinking organization committed to equity and inclusion, and help shape the student experience at this renowned university.

Qualifications

• Experience in customer service and administrative roles.
• Ability to manage inquiries and provide effective solutions.

Responsibilities

• Act as the first point of contact for student inquiries.
• Assist with admissions, course enrolment, and financial aid.

Skills

Customer Service

Problem Solving

Communication Skills

Attention to Detail

Interpersonal Skills

Education

Two-Year Community College Diploma

Job description

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Competition Number: J0425-0531

Position Title: Student Service Coordinator

Position Number (Final): 00508083

Employee Group: Support Staff - USW Local 2010

Job Category: Academic Support and Student Services

Department or Area: Office of the Registrar

Location: Kingston, Ontario, Canada (On-site)

Grade: 06 Review Salary Information Here

Hours per Week: 35

Job Type: Permanent (Continuing)

Shift: 7 Monday - Friday

Number Of Positions: 1

Date Posted: April 22, 2025

Closing Date: May 6, 2025

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COVID 19 On-Campus Requirements

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to declare their COVID-19 vaccination status and provide proof that they were fully vaccinated or had an approved accommodation to engage in in-person University activities. These requirements were suspended effective May 1, 2022, but the University may reinstate them at any point.

About Queen's University

Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.

We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with a disability, persons who identify in the LGBTQ+ community and others who reflect the diversity of Canadian society.

Come work with us!

Job Summary

A Brief Overview

The newly established service hub in the Office of the University Registrar (OUR) is looking for individuals to join its team who are ready to continue pushing boundaries in the name of delivering extraordinary service. Our team takes ownership of each service inquiry, resolving the request when possible and collaborating with business partners to see the issue through to conclusion when required. Our priority is to provide a level of service that gets students to their end goal as quickly and efficiently as possible. All staff are empowered to exercise exceptional judgment and critical thinking to make decisions to achieve this objective, understanding that their work has a significant impact not only on the individual student's success but also on the recruitment and retention goals of the university. To be successful in this role, you should have an innovative mindset that can problem solve and thrive in a fast-paced environment. A high attention to detail is also needed to ensure accurate completion of processing tasks.

This position acts as the first point of contact for all Undergraduate Admission and Recruitment (UAR) and the Office of the University Registrar (OUR) inquiries including admissions, course enrolment and registration, student accounts and payments, financial aid and awards, exams, and transcripts. This position maintains a thorough knowledge across all functional areas to resolves inquiries, collaborating with subject matter experts or other departments when necessary to see situations through to completion. This position completes processing tasks including custom letters, student cards, transcripts, and diploma production and distribution. This position also assists with university events such as convocation, orientation activities, student service fairs, and recruitment events.

This position acts as the first point of contact for all Undergraduate Admission and Recruitment (UAR) and the Office of the University Registrar (OUR) inquiries including admissions, course enrolment and registration, student accounts and payments, financial aid and awards, exams, and transcripts. This position maintains a thorough knowledge across all functional areas to resolves inquiries, collaborating with subject matter experts or other departments when necessary to see situations through to completion. This position completes processing tasks including custom letters, student cards, transcripts, and diploma production and distribution. This position also assists with university events such as convocation, orientation activities, student service fairs, and recruitment events.

Job Description

What you will do

• Acts as the first point of contact for Undergraduate Admission and Recruitment (UAR) and the Office of the University Registrar (OUR) inquiries about student admissions, course enrolment and registration, student accounts and payments, financial aid and awards, exams, transcripts, etc. in person, virtually, by phone and by email.
• Supports prospective students and their families, current students, alumni, faculty, and staff by triaging the nature and complexity of their inquiry to determine the most appropriate actions.
• Anticipates student needs, responds to student requests, and provides advice to address or resolve student requests/issues and mitigate future concerns.
• Collaborates with subject matter experts or other departments when necessary to see situations through to completion.
• Maintains a thorough knowledge of all UAR and OUR support area processes and responsibilities as well as university procedures, regulations, and services available to students.
• Assists students with navigating university information systems.
• Processes custom letters, student cards, transcripts, and assists with diploma production and distribution.
• Assists with university events such as convocation, orientation activities, student service fairs, recruitment events, etc.
• Identifies service gaps and makes recommendations to service changes that support and enhance the student experience.
• Provides guidance to work study students and/or casual staff.
  
  

Required Education

• Two-Year Community College Diploma.
  
  

Required Experience

• More than 2 years and up to and including 3 years of experience.
  
  

Consideration may be given to an equivalent combination of education and experience.

Job Knowledge And Requirements

• Knowledge and insight of practical methods, techniques, and work processes that is typically acquired through a combination of technical training and/or substantial work experience.
• Provide information to others that requires technical or administrative explanation or interpretation.
• Attempts to resolve a difficult or challenging interpersonal situation or, overcome resistance to gain cooperation.
• Adapt messages to meet the needs of the intended audience.
• Manage own work and may train and review the work of casual employees, work study students, and/or volunteers, to see commitments through to completion.
• Participate in project team meetings and is involved in developing individual and team project plans.
• Identify new problems and seeks information and input to fully understand the cause.
• Identify opportunities to improve the effectiveness and efficiency of work processes.
• Break down concrete issues into parts and synthesizes information succinctly.
• Respect diversity and promotes inclusion in the workplace.
• Awareness of relevant legislation, including Employment Equity, Human Rights legislation, Treaties, sexual violence legislation and the Accessibility for Ontarians with Disabilities Act and its regulations.
  
  

Employment Equity and Accessibility Statement

The University invites applications from all qualified individuals. Queen’s is committed to employment equity and diversity in the workplace and welcomes applications from women, visible minorities, Aboriginal Peoples, persons with disabilities, and persons of any sexual orientation or gender identity. In accordance with Canadian Immigration requirements, priority will be given to Canadian citizens and permanent residents.

The University provides support in its recruitment processes to all applicants who require accommodation due to a protected ground under the Ontario Human Rights Code, including those with disabilities. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at [e-mail].

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Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Education and Training

• Industries

  Strategic Management Services

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