Student Services Specialist

About the Role

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.

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 to provide excellent customer service and precise, seamless support for services that include 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-complexity 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 regarding 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 any time.

Requirements

• 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 Qualifications

• Significant experience with responding to customer inquiries via phone, email, and/or in person.
• Strong listening, problem analysis, and 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.

Pay

Salary Range: $66,067.40 - $72,679.50 annually.

Benefits

The position may be eligible for comprehensive benefits, including health insurance, retirement plans, and tuition assistance. For further details, visit Montclair State University Benefits.