Student Services Specialist

The Chronicle Of Higher Education, Inc.; Montclair (NJ); On-site; USD 66,000 - 73,000; Full time

Benefits offered by this job

Health insurance

Retirement plans

Tuition assistance

Job summary

Montclair State University is seeking a Student Services Specialist for the One Stop Service unit to provide comprehensive student services to students, parents, and the University community. You will be a public-facing representative of customer service and university policy.

The role requires overseeing lobby traffic, meeting with students to address inquiries, supporting enrollment management initiatives, and maintaining student records in Banner and Starfish.

Qualifications

• Bachelor's degree from an accredited college.
• Minimum of two years of professional experience in a higher education setting.
• Ability to work a flexible schedule including evenings.

Responsibilities

• Oversee the traffic flow and student needs in the main lobby and self-help stations.
• Meet individually with students to address inquiries and escalate to partner offices when needed.
• Support enrollment management/retention initiatives and campaigns.
• Assist with Call Center activities and student worker development.
• Maintain accurate student contact records in Banner and Starfish for regulatory purposes.
• Refer complex matters to the Associate Director and discuss progress regularly.

Skills

Customer service

Communication

Problem solving

Organization

Team collaboration

Education

Bachelor's degree

Tools

Banner

Starfish

Job description

Job Description

Reporting to the Associate Director for Strategic Enrollment Services, the Student Services Specialist provides comprehensive student services support to students, parents, guests and the University community on a daily basis. The Student Service Specialist is an integral, public facing representative of customer service and University policy and procedure.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Oversee the traffic flow and student needs in the main lobby and self-help station areas as assigned.
• Meet individually with students on a case-by-case basis to further research and address inquiries and when applicable, discern matters that require escalation to partner offices for resolution.
• Support Red Hawk Central enrollment management/retention initiatives and campaigns as assigned.
• Assist with Red Hawk Central Call Center activities as needed.
• Support the growth and development of undergraduate and graduate student workers.
• Participate in regularly scheduled cross-training in order to provide excellent customer service and precise, seamless support for services that support financial aid, student accounts, registrar and advising; participate in the extended and evening hour rotation provided by Red Hawk Central office each semester.
• Work in close partnership with University offices and colleagues to address and resolve student service inquiries, questions and concerns in a timely manner.
• Receive and respond to inquiries via phone, digital media, email and/or in person.
• Assist in maintaining accurate student contact records both in Banner and Starfish for regulatory service and accountability purposes.
• Refer higher complex matters to the Associate Director as per protocol.
• Consult with the Associate Director on a regular basis to discuss progress, identify areas for growth, and effect resolutions.
• Represent Red Hawk Central/University at meetings, seminars and divisional events.
• Prepare written/email correspondence in the course of official duties; prepare clear, accurate, and informative statements and reports with respect to Red Hawk Central business operations, statistics and activities.
• Maintain essential records, paperwork and files in a confidential, thorough manner.
• Actively support the programs and initiatives within the Student Academic Services (SAS) unit as well as the Student Development & Campus Life (SDCL) division.
• Serve on appropriate committees as assigned.
• Perform other duties as assigned.
• Management retains the right to add or change job duties at anytime.

QUALIFICATIONS

REQUIRED

• Graduation from an accredited college with a Bachelor's degree.
• Minimum of two years of professional experience in a higher education setting or similar organization.
• Ability to work a flexible schedule which may include evening hours.

PREFERRED

• Significant experience with responding to customer inquiries via phone, email and/or in person.
• Strong listening, problem analysis, solving skills; and interpersonal skills.
• Organizational talents with an attention to detail.
• Experience working with diverse student populations, demonstrated ability to work collaboratively within a fast-paced environment.

Salary Range

$66,067.40-$72,679.50 Annually

The position may also be eligible for comprehensive benefits, including health insurance, retirement plans, and tuition assistance. For further details, please visit: https://www.montclair.edu/human-resources/benefits/

Montclair State University considers factors such as, but not limited to, scope and responsibilities of the position, candidate’s relevant work experience, education, skills, and internal equity, when extending an offer.

Salary offers for internal employees who are part of a collective bargaining unit (CBU) and are applying to a position that is within a CBU will be determined in accordance with contractual provisions.

Department

One Stop Service

Position Type

Professional - Non-Faculty

Contact Information

For questions or concerns, please contact Human Resources' Workday Recruiting Support at 973-655-5000 (Option 2), or email [e-mail].

Inclusion Statement

Montclair State University values access and educational excellence. We are committed to an environment of diverse perspectives which ensures that graduates will be civically engaged, committed to democracy, and prepared to thrive as global citizens. We foster a community that promotes varied experiences and voices. We seek applicants who will contribute diverse ideas and perspectives and who value an environment that promotes educational growth and advancement for all.

EEO/AA Statement

Montclair State University is an Equal Opportunity/Affirmative Action institution with a strong commitment to diversity.

Additional information can be found on the website at www.montclair.edu/human-resources/about-us/eo-aa-and-diversity/

Title IX and 34 C.F.R. 106 Policy

Montclair State is required by Title IX and 34 C.F.R. 106 not to discriminate on the basis of sex or gender, and does not discriminate on the basis of sex or gender in the operation of education programs and activities. The requirement to not discriminate on the basis of sex or gender in the operation of education programs and activities extends to admission and employment. For further details, please visit: https://www.montclair.edu/human-resources/job-seekers/