Student Services Support Coordinator

7 months ago

Stratford, Canada University of Waterloo Full time

Overview:
The Student Services Support Coordinator is responsible for providing initial assistance and advice to students seeking academic guidance. The incumbent provides proactive, student-focused, and exceptional front-line academic service, in a variety of formats. This position handles each interaction professionally, effectively, empathetically and in accordance with the University’s values in regards to diversity, accessibility and inclusion.

**Responsibilities**:
Provides a comprehensive range of frontline student-centric support including, but not limited to the following:

- Triage the nature and complexity of inquiries and determine action to be taken, advising stakeholders as appropriate;
- Communicate decisions made by others or by policy, including denials;
- Deliver immediate support to students in distress; follow up with appropriate referrals;
- Ensure that all information posted or available for distribution to students is up-to-date;
- Explains processes and monitors timelines for instructors e.g. records, illness, grade submissions, Odyssey, Crowdmark etc;
- Informs the Academic Administrative Supervisor regularly and frequently of activities and developments within their jurisdiction.
- Consults regularly and frequently with the Academic Administrative Supervisor on matters pertaining to the curricular, engagement, and retention functions of the Stratford School and on matters of a sensitive nature

Leads, executes and monitors all scheduling activities
- Manages course scheduling and classroom allocation for the Stratford School;
- Monitors the Schedule of Classes, including reserve caps, course enrolments, classroom size vs enrollment total, course time conflicts; solves problems and recommends solutions;
- Manages examination scheduling and proctoring, including Accessibility accommodations;
- Coordinates grade submissions, grade revisions, and INC processes
- Books and organizes meetings and special events related to advising e.g. advisor meetings, orientation lunch, Study Abroad sessions, onboarding events, exchange events, Co-op information sessions

Provides organizational and logístical support for the GBDA Internship and Co-op recruitment cycles at the Stratford School
- Administers and communicates/supports the processes, procedures and programs led by CECA and WatPD Office in order to facilitate the hiring of GBDA students/graduates;
- Collaborates with the appropriate CECA representatives to ensure a smooth interview experience for both students and employers, identifying and troubleshooting issues as they arise;
- Promotes student/employer communication at the Stratford School for the duration of the matching process and interview weeks;
- Manages appropriate interview space at the Stratford School and oversees required setup;
- Hosts employers at the Stratford School when appropriate

Supports the administrative responsibilities of the GBDA study abroad program
- Provides support to the Associate Director, Undergraduate, in facilitating the GBDA study abroad program through duties that include, but are not limited too;
- Planning information sessions and associated events;
- Circulating information provided by the Student Success Office, and applicable partners

Qualifications:

- Undergraduate degree or combination of equivalent education and experience
- Administrative experience in an academic setting is preferred
- 1-2 years of experience a front-line customer service facing role
- Client Service
- Ability to respond to customer needs in a timely, professional, helpful and courteous manner regardless of customer attitude
- Ability to meet and communicate service standards, and track client satisfaction
- Ability to deliver denial messages to customers on a regular basis
- Ability to provide crisis support to customers
- Teamwork and Relationship Building
- Resolve conflict actively and constructively, engaging in difficult conversations to find collaborative solutions
- Excellent human relation skills including the ability to develop and maintain constructive relationships with individuals in academic positions
- Communication
- Proven business-appropriate oral and written communications skills
- Use multiple channels or means to communicate important messages (e.g., memos, newsletters, meetings, electronic mail)
- Maintains confidentiality and demonstrates a sensitivity to diversity
- Managing Change- Able to adapt to change and champion change efforts-
- Demonstrated ability to foresee impact of change and determine what adjustments may be necessary-
- Demonstrated ability to use technological solutions to improve processes and communication- Problem Solving
- Able to approach a complex task by breaking it down into component parts, and to use technology to assist breakdown and tracking
- Demonstrated creative and critical thinking skills to explore, make connections, and discover knowledge
- Well-developed analytic and research skills
- Planning and Organization

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